Senior Mission Success Manager - Navy Accounts

Ethos; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Ethos is seeking a Senior Mission Success Manager to own the full lifecycle for a strategic DoW client, from onboarding through renewals and expansion. This fully remote role requires building trusted relationships with fleet leaders and program offices while driving measurable readiness outcomes.

You will lead quarterly business reviews, manage adoption, track ROI, and collaborate with product, engineering and support to align roadmaps with customer goals. Travel up to 30% may be required.

Qualifications

• 5+ years in customer success or related field in SaaS.
• Experience owning enterprise SaaS implementations, renewals and expansions.
• Authorized to work in the U.S. as a U.S. citizen.
• Strong communication and senior DoW stakeholder presentation skills.
• Experience with learning/educational software.
• BS/BA preferred; security clearance and DoW experience are a plus.

Responsibilities

• Own post-sale success across portfolio with onboarding, adoption, and support.
• Build executive relationships with fleet leaders and program offices.
• Lead data-driven quarterly and executive business reviews for DoW stakeholders.
• Identify expansion opportunities with Sales based on readiness gaps and ROI.
• Coordinate with Product/Engineering to track deployments in DoW environments.

Skills

Customer Success

Account Management

Solutions Engineering

SaaS

DoW knowledge

Education

BS/BA degree

Tools

Microsoft Office

Google Workspace

Job description

About Ethos

Ethos is an AI-enabled human readiness platform that identifies and addresses knowledge gaps before they become operational failures. We can quantify skills and competencies critical to an organization, assess the proficiency of a team, and modernize training programs to enable active interventions for individual students, trainers or courses. As a well-funded Series A startup ($40M+ raised), we are trusted by over 150 enterprise customers across sectors including the defense, life sciences, manufacturing, supply chain, and professional sports.

Role Overview

The Senior Mission Success Manager is critical to our mission of combining learning, performance, and outcomes in one unified platform to optimize human readiness. You'll own the full customer lifecycle for a portfolio that includes one of Ethos's largest and most strategic customers, from onboarding and implementation through executive business reviews, renewals, and expansion. You'll build trusted relationships with leaders across fleet commands, TYCOMs, and program offices, and serve as the voice of your customers inside Ethos. The role is fully remote.

Key Responsibilities

• Own post-sale success across your portfolio, serving as the primary point of contact and ensuring customers achieve measurable readiness outcomes through use-case discovery, implementation, training, and support.
• Build and maintain executive-level relationships with leaders across fleet commands, TYCOMs, and program offices, and speak credibly about how secure, compliant capabilities give service members back time and bandwidth.
• Maintain a deep understanding of the command hierarchy of the military branches and the needs, opportunities, and challenges specific to the DoW, using it to advance adoption and surface new, high-value use cases.
• Act as a trusted advisor to customer leadership, delivering best practices, guidance, and strategic recommendations that align with their readiness goals.
• Develop joint success plans and change-management strategies with customers to drive adoption of high-value use cases across enterprise rollouts.
• Lead data-driven quarterly and executive business reviews for senior DoW stakeholders, demonstrating how our platform optimizes human performance and directly contributes to mission outcomes.
• Analyze customer engagement, platform usage, and readiness data to identify gaps, quantify ROI, and share success stories across teams to scale impact.
• Monitor account health, identify churn risk early, and lead the mitigation plans that eliminate it.
• Own the renewal strategy for your portfolio and partner with Sales to identify and close expansion opportunities based on readiness gaps, usage patterns, and success plan objectives.
• Partner with Sales and our content development services team to make Ethos a core part of each customer's training strategy.
• Work closely with Product, Engineering, and Customer Support to track product releases and paths to deployment across commercial and classified networks.
• Advocate for customers internally by leading cross-functional teams and projects to resolve readiness challenges and feed customer insight into the product roadmap.
• Mentor Mission Success Managers and help build the playbooks, processes, and best practices our team uses to scale.
• Prioritize and drive timely resolution of customer escalations, with the understanding that every interaction affects mission-critical readiness.

Qualifications

• Up to 30% travel 5+ years of experience in Customer Success, account management, or solutions engineering in a SaaS environment
• Proven track record owning enterprise SaaS implementations, renewals, and expansions for a portfolio of strategic accounts
• Experience working for or with the DoW, including navigating command hierarchy and multiple levels of stakeholders
• Must be authorized to work in the U.S. as a U.S. citizen
• Strong communication skills and technical aptitude, with a track record of creating and delivering presentations to senior DoW stakeholders
• Fresh ideas on user adoption and churn mitigation, backed by results
• Experience analyzing data, trends, and client information to identify product/service growth opportunities
• Experience with and/or proven passion for learning and educational software
• Incredibly organized, proactive, and impeccable attention to detail
• A self-starter who takes the initiative to get things done
• Strong navigation and operation of Microsoft Office suite/Google tools
• Preferred: BS/BA degree from a 4-year college or university
• Preferred: Active or former security clearance
• Preferred: Experience working with DevSecOps partners and deploying software in secure or classified DoW environments
• Preferred: Experience mentoring or coaching Customer Success or Mission Success team members