Director, Commercial Mission Success

The role

You will lead and scale the Commercial Mission Success organization. You will own the end-to-end customer experience for the Game Warden portfolio from contract signature through renewal.

What you will do

• Lead, hire, coach, and develop a team of Mission Success Managers
• Own Commercial Mission Success strategy and operating model
• Define and own key customer health and retention metrics
• Build repeatable, scalable playbooks for onboarding, implementation, and renewals
• Serve as a critical sponsor for customers and build trusted relationships
• Act as the senior escalation point for high-severity customer issues
• Partner with Sales and Finance to own renewal forecast and expansion strategy
• Drive tooling and process maturity across Salesforce, Jira, and customer health systems

Required qualifications

• 10+ years of leadership experience, building and managing teams
• Direct experience working in or supporting the Department of War (DoW) or Federal Civilian agencies
• Proven track record owning retention and expansion outcomes
• Working knowledge of Authority to Operate (ATO), FedRAMP, or equivalent compliance frameworks
• Strong understanding of IaaS, PaaS, and/or SaaS delivery models
• Executive presence and ability to manage complex relationships
• Experience designing and scaling customer success processes, metrics, and playbooks
• U.S. citizenship

Nice to have

• Experience leading customer success teams in an IaaS, PaaS, or SaaS environment
• Experience scaling a team or function in a fast-paced, high-growth startup environment
• Experience with customer success platforms alongside Salesforce and Jira
• Active security clearance or eligibility to obtain one

Benefits

• 100% employer-paid medical, dental, and vision coverage for you and your dependents
• 401(k) with a 3% company contribution
• One Medical membership
• Mental health resources
• Family planning support
• 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

Before you apply

• Candidates must reside in one of our approved hiring hubs: DC/Maryland/Virginia or Denver/Colorado Springs, CO
• U.S. citizenship is required

About the company

Second Front Systems (2F) is a public-benefit software company powering software for the free world. The platform enables faster, more secure development and deployment of software across government and regulated networks.