Mission Success Manager

Raleigh/Durham/Chapel Hill, NC Second Front Systems is looking for a customer-focused, mission-driven, high-agency Mission Success Manager to strengthen our Mission Success team. Operating at the frontline of the Second Front customer journey, you will be responsible for your customers' success, guiding their experience from the moment they sign with Second Front, through kickoff, implementation, authorization, steady-state support, and renewal. You will serve as the dedicated primary point of contact for a portfolio of commercial customers deploying on Game Warden, and the daily connective tissue between customers, engineering, security, and product, ensuring that your customers achieve authorization, and secure deployment of their SaaS solutions. As a key partner to essentially every function within the Second Front ecosystem, you will be the core connective tissue between those teams and our customers, serving as not just critical link to them but also to the missions that our customers support. Note: Candidates must reside in one of our approved hiring hubs: DC/Maryland/Virginia Raleigh/Durham/Chapel Hill, NC Denver/Colorado Springs, CO Dallas/Fort Worth, TX What You'll Do Build deep relationships with customer technical and executive teams. Lead customer kickoffs, onboarding, regular syncs, and Quarterly Business Reviews. Own high-severity technical escalations. Coordinate cross-functional resolution with support and engineering teams. Navigate customers through technical implementation, the Authority to Operate / FedRAMP compliance processes. Own renewal and upsell opportunities to secure contract expansion and revenue retention. Synchronize feedback from deployed customers into product roadmap recommendations. What You Bring 5+ years in customer/mission success, technical delivery, or related role, preferably supporting PaaS or cloud infrastructure in government contracts. Direct experience working in or supporting Department of War (DoW) missions or Federal Civilian agencies. Ability to manage complex customer relationships, sometimes through ambiguity. Working knowledge of NIST RMF, FedRAMP, or equivalent compliance frameworks. Demonstrated understanding of IaaS, PaaS, and/or SaaS. Excellent communication skills and the ability to shift fluidly between technical and non-technical audiences. Preferred Direct experience managing customer relationships in an IaaS, PaaS, or SaaS environment. Experience being in fast-paced startup environments. Operational fluency with Salesforce for CRM pipeline management and Jira for ticketing and cross-functional collaboration. Success at 2F Looks Like A proactive and solutions oriented mindset Viewing obstacles as opportunities for growth Having a bias toward action and tangible, measurable results Being team-oriented with a focus on personal responsibility and autonomy Perks & Benefits This role is a full time position. As a public benefit corporation, we’re a team of purpose-driven trailblazers transforming the future of U.S. national security. We hire the best to do their best and, as such, we are committed to providing the perks and benefits you need to be successful—both in- and outside the workplace. Perks of Joining Our Team Competitive salary 100% employer-paid medical, dental, and vision coverage for you and your dependents 401(k) with a 3% company contribution Comprehensive wellness benefits, including a One Medical membership, mental health resources, family planning support, and more Equity incentive plan New hire technology and home office stipend Annual professional development stipend Flexible paid time off, plus all federal holidays Generous parental leave Flexible remote work opportunities Employee referral bonus program Who We Are Second Front Systems (2F) is a public-benefit software company powering software for the free world. We eliminate the friction that slows innovation, enabling faster, more secure development and deployment of software across government and regulated networks. Built by national security veterans and backed by top-tier venture capital, our platform is trusted by the world’s leading organizations to cut deployment timelines from years to weeks. We move fast, solve hard problems, and deliver trusted capabilities where they’re needed most. Our work strengthens global security and gives the United States and its allies a lasting competitive advantage. Learn more at secondfront.com. One last thing We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Colorado In accordance with Colorado law, applicants may redact their date of birth, dates of attendance, and dates of graduation from any uploaded documents. Maryland Under Maryland law, an employer may not require or demand, as a condition of employment, prospective employment, or continued employment, that an individual submit to or take a polygraph examination or similar test. An employer who violates this law is guilty of a misdemeanor and subject to a fine not exceeding $100. Compensation Range: $130K - $160K #J-18808-Ljbffr Second Front