VP, Mission Operations & Customer Success

VP, Mission Operations & Customer Success

At Hidden Level, we're building the future of airspace awareness through cutting-edge RF sensing technology. Our mission is to make the world safer—whether it's protecting troops, securing infrastructure, or enabling smarter cities. We design, manufacture, and deploy advanced sensor systems that deliver real-time insights for defense and commercial applications.

The VP of Mission Operations & Customer Success will own the full lifecycle of customer engagement—from technical demonstrations and mission deployment through ongoing success, expansion, and advocacy. This leader will architect and scale the operational frameworks, teams, and processes that ensure customers achieve measurable mission outcomes with Hidden Level's capabilities.

This role reports directly to the COO and works in deep partnership with Product, Program, Engineering, Operations, and Growth teams. The ideal candidate is a strategic operator who thrives in high stakes environments, understands mission driven customers, and can translate complex technology into operational excellence.

This role can be based in Washington DC Metro area or performed remotely on the East Coast.

Responsibilities:

• Lead the strategy, execution, and continuous improvement of all technical demonstrations for prospective and existing customers.
• Ensure demonstration teams can articulate technical capabilities, operational value, and mission impact with clarity and credibility.
• Partner with Product, Engineering, and Growth teams to tailor demonstrations to customer needs and evolving mission profiles.
• Build repeatable, scalable demonstration frameworks that accelerate customer understanding and adoption.

Mission Operations:

• Build and lead Hidden Level's Mission Operations function, responsible for planning, deploying, and sustaining mission critical systems in the field.
• Develop operational playbooks, readiness standards, and deployment methodologies that ensure reliability, safety, and mission success.
• Oversee realtime mission support, including monitoring, troubleshooting, and coordination with internal and external stakeholders.
• Establish performance metrics and operational KPIs that reflect mission effectiveness and system availability.
• Collaborate closely with Programs, Operations, and Product teams to ensure seamless integration from development to deployment to sustainment.

Customer Success:

• Using a framework grounded in industry recognized best practices, the VP will build a Customer Success organization that spans seven core pillars:
• Design and oversee onboarding processes that ensure rapid time to value and operational readiness.
• Drive proactive engagement strategies that deepen customer usage, satisfaction, and mission integration.
• Build scalable support structures that ensure timely, high-quality responses to customer needs.
• Define and monitor customer health metrics, ensuring customers achieve measurable mission outcomes.
• Cultivate strong executive level relationships and develop customers into longterm partners and advocates.
• Identify opportunities for expansion, renewals, and increased mission footprint in partnership with the CSGO and Growth teams.
• Capture customer feedback and operational insights to inform product roadmaps, operational improvements, and strategic planning.
• Serve as a key partner to VP of Growth and VP of Product, ensuring alignment between customer needs, product strategy, and market expansion.
• Work closely with VP of Programs to ensure programmatic execution aligns with mission and customer success objectives.
• Collaborate with the VP of Operations to ensure supply chain, manufacturing, and delivery processes support mission readiness and customer timelines.
• Represent Mission Operations & Customer Success in executive forums, strategic planning, and companywide initiatives.

Required Qualifications:

• 12+ years of experience in mission operations, customer success, technical operations, or related fields.
• Proven leadership in highstakes, mission critical environments (e.g., defense, aerospace, national security, advanced technology).
• Demonstrated success building and scaling operational or customer facing organizations.
• Strong technical acumen with the ability to translate complex systems into operational value.
• Exceptional communication, executive presence, and relationship building skills.
• Experience working crossfunctionally with product, engineering, operations, and growth teams.

Preferred Qualifications:

• Experience in dualuse technology, sensing systems, autonomy, or similar domains.
• Background in both early-stage environments and scaled operational organizations.
• Familiarity with government, defense, or public sector procurement and deployment cycles.

Compensation and Benefits: Hidden Level offers a competitive salary and a comprehensive benefits package, including health insurance, paid parental leave, flexible time off, 401(k) with employer contributions, life insurance, disability insurance, and potential stock options.

Salary Range: The salary range for this position is estimated at $165,000 to $214,000 annually. Please note that the salary information is a general guideline only. Hidden Level considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/ training, key skills as well as market and business considerations when extending an offer.

Equal Opportunity Employer: Hidden Level is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, national origin, sex, pregnancy, sexual orientation, gender identity, age, veteran status, disability, or any other status protected by applicable federal, state, or local law.

Security Note: Due to the nature of Hidden Level's technology, only U.S. citizens can be considered for this position.