Senior Director, Federal Delivery & Customer Success

Hypori; Reston (VA); Hybrid; USD 200,000 - 230,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

401(k) with employer-matching

Performance bonus

Parental leave

Job summary

Hypori, Inc. seeks a mission-driven Senior Director of Customer Operations and Delivery to own post-sale delivery for federal programs, from deployment through renewal.

You will lead program managers and delivery staff serving DoD and IC customers, reporting to the SVP of Customer Success. You will build the delivery engine, ensure successful deployments, and align with security requirements, while coordinating with Engineering, Sales, and Contracts to drive renewals and expansions in a

Qualifications

• 10+ years in customer success, program delivery, or professional services
• Active TS/SCI clearance (U.S. citizenship required)
• Experience delivering software or SaaS programs to the Department of War or Intelligence Community
• Track record managing complex, multi-stakeholder programs against contract requirements, schedules, and budgets
• Working knowledge of federal acquisition and the contract lifecycle, including renewals and recompetes
• Familiarity with federal security requirements such as IL5, FedRAMP, RMF, and the ATO process
• Executive presence and clear communication with senior government and military leaders
• Location: hybrid, or remote, with travel up to 40% to customer sites

Responsibilities

• Own delivery and customer outcomes across Hypori’s federal programs, including deployment, onboarding, adoption, support, and renewal
• Lead, hire, and develop a team of program managers and delivery staff, setting clear goals and holding a high bar for execution
• Serve as the senior point of contact for federal program offices and mission owners, including in classified settings
• Build the delivery playbook: implementation methodology, program governance, success criteria, and KPIs for deployment, adoption, and customer health
• Manage program scope, schedules, risks, and contract deliverables, and keep customers informed through regular program reviews
• Support accreditation and authorization work, including ATO packages and security documentation
• Partner with Engineering, Product, Support, and Sales to resolve escalations and bring mission requirements into the product roadmap
• Work with Sales and Contracts on renewals, re-competes, and expansions, and own the delivery approach in proposals
• Coordinate with prime contractors, integrators, and partners on joint deployments
• Report on program health, delivery metrics, and renewal forecasts to the executive team

Skills

Leadership

Communication

Executive presence

Job description

Hypori, Inc. seeks a mission-driven Senior Director of Customer Operations and Delivery to own post-sale delivery for federal programs, from deployment through renewal.

You will lead program managers and delivery staff serving DoD and IC customers, reporting to the SVP of Customer Success. You will build the delivery engine, ensure successful deployments, and align with security requirements, while coordinating with Engineering, Sales, and Contracts to drive renewals and expansions in a