This is an exciting opportunity for a strategic, customer-focused leader to build and scale a commercial customer success organization supporting secure software deployment in government and regulated environments. You will oversee the entire customer journey, from contract signature and onboarding through implementation, security authorization, ongoing support, and renewal. Leading a team of Mission Success Managers, you will establish scalable processes, develop customer engagement strategies, and drive measurable improvements in satisfaction, retention, and revenue growth. Working closely with Sales, Engineering, Product, Security, and Finance, you will ensure customers successfully navigate complex compliance requirements and achieve their mission objectives. You will also serve as a senior escalation point, championing the customer voice and coordinating cross-functional solutions to critical challenges. This remote leadership role is ideal for an experienced customer success executive who thrives in high-growth environments and is passionate about advancing secure technology capabilities that support national security and government missions.
- Lead, recruit, coach, and develop a high-performing team of Mission Success Managers, establishing clear expectations, portfolio assignments, performance standards, and career development pathways.
- Define and execute the Commercial Mission Success strategy and operating model, including customer segmentation, account coverage frameworks, resource allocation, and capacity planning to support organizational growth.
- Establish, monitor, and report customer success and business performance metrics, including gross revenue retention, net revenue retention, time to Authority to Operate (ATO), customer health scores, customer satisfaction (CSAT), and Net Promoter Score (NPS).
- Develop and standardize scalable customer success playbooks covering customer kickoff, onboarding, implementation, security authorization, Federal Risk and Authorization Management Program (FedRAMP) navigation, quarterly business reviews (QBRs), and renewals.
- Build trusted relationships with customer executives and senior stakeholders, serving as a strategic partner who understands customer priorities, operational challenges, and mission requirements.
- Own the end-to-end customer experience across the commercial portfolio, ensuring successful implementation, secure deployment, ongoing adoption, operational support, and long-term customer value.
- Serve as the senior escalation point for complex or high-severity customer issues, coordinating with Support, Engineering, Security, Product, and other relevant leaders to drive timely and effective resolution.
- Partner with Sales and Finance to manage renewal forecasts, identify expansion opportunities, develop upsell strategies, and achieve customer retention and revenue growth objectives.
- Strengthen operational visibility and accountability by improving the use of Salesforce, Jira, and customer health management platforms, ensuring reliable reporting and consistent execution.
- Collaborate with cross-functional leadership to communicate customer feedback, identify recurring challenges, and influence product improvements, service delivery, and organizational priorities.
- Build a culture of proactive problem-solving, ownership, measurable outcomes, continuous improvement, and collaboration across the Mission Success organization.
- Establish scalable operating practices that support the organization's growth while maintaining high standards of customer satisfaction, security, and mission delivery.
Requirements
- At least 10 years of leadership experience building and managing teams, preferably in customer success, mission success, or technical delivery roles supporting government contracts, cloud infrastructure, or platform-based technology solutions.
- Direct experience working with or supporting the Department of War (DoW) or federal civilian agencies.
- Proven track record of owning customer retention and expansion outcomes, including renewal forecasting, revenue targets, and strategic account growth.
- Working knowledge of Authority to Operate (ATO), FedRAMP, or equivalent security and compliance frameworks relevant to government and regulated environments.
- Strong understanding of Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and/or Software as a Service (SaaS) delivery models, including the operational and technical considerations involved in secure software deployment.
- Demonstrated experience designing, implementing, and scaling customer success processes, operating models, performance metrics, and repeatable engagement playbooks.
- Strong executive presence and the ability to build trusted relationships with senior government stakeholders, customer executives, technical teams, and non-technical decision-makers.
- Proven ability to manage complex customer situations, resolve escalations, coordinate cross-functional teams, and balance customer expectations with technical, security, and business requirements.
- Excellent strategic planning, analytical, and organizational skills, with the ability to translate customer health data and business performance indicators into actionable decisions.
- Strong communication, negotiation, and stakeholder management skills, including the ability to present performance insights, communicate risks, and influence senior leadership.
- A proactive, solutions-oriented mindset with a bias toward action, accountability, and measurable results.
- Ability to lead with autonomy while fostering teamwork, professional development, and shared responsibility across a growing organization.
- Experience leading customer success teams within IaaS, PaaS, or SaaS environments is preferred.
- Previous experience scaling a customer-facing team or business function within a fast-growing startup is an advantage.
- Familiarity with customer success platforms, Salesforce, and Jira is preferred.
- An active security clearance or eligibility to obtain one is beneficial.
- Ability to work remotely from an approved hiring location within the United States, specifically the Washington, D.C., Maryland, or Virginia area; Raleigh, Durham, or Chapel Hill, North Carolina; Denver or Colorado Springs, Colorado; or Dallas–Fort Worth, Texas.
Benefits
- Competitive annual base salary: $170,000–$195,000, depending on professional background, technical expertise, seniority, and geographic considerations.
- Additional compensation: Potential eligibility for discretionary bonuses and equity awards.
- Comprehensive healthcare: 100% employer-paid medical, dental, and vision insurance for employees and their dependents.
- Retirement savings: A 401(k) plan with a 3% company contribution.
- Wellness support: Access to a One Medical membership, mental health resources, family planning support, and additional wellness benefits.
- Remote work flexibility: Flexible remote working arrangements designed to support productivity and work-life balance.
- Home-office support: New-hire technology and home-office stipend to help establish an effective remote workspace.
- Flexible paid time off: Paid time off alongside all federal holidays.
- Family-friendly benefits: Generous paid parental leave.
- Professional development: An annual stipend to support continued learning and career growth.
- Employee referral program: Referral bonuses for eligible employee recommendations.
- Purpose-driven work: The opportunity to lead customer success initiatives that accelerate secure software deployment and support critical government and national security missions.
- Leadership and growth opportunities: The ability to build a high-performing team, shape customer success strategy, and influence the evolution of a growing technology organization.
