[Hiring] Director of Commercial Mission Success @Second Front Systems

Role Description

Second Front Systems is looking for a customer-obsessed, mission-driven, high-agency Director of Commercial Mission Success to lead and scale our Commercial Mission Success organization. As the leader of the team at the frontline of the Second Front customer journey, you will own the end-to-end customer experience across our Game Warden portfolio, from contract signature through kickoff, implementation, authorization, steady-state support, and renewal. You will build and develop a high-performing team of Mission Success Managers, define the playbooks and metrics that drive customer outcomes, and serve as the first point of escalation for our accounts.

As a senior leader who partners with nearly every function at Second Front, including Sales, Engineering, Security, Product, and Finance, you will ensure that customers achieve authorization and secure deployment of their SaaS solutions, and that the voice of the customer, and the missions they support, shapes how we build and grow.

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

• Lead, hire, coach, and develop a team of Mission Success Managers, setting clear expectations, portfolio assignments, and career growth paths.
• Own Commercial Mission Success strategy and operating model, including customer segmentation, coverage models, and team capacity planning as the business scales.
• Define and own key customer health and retention metrics (e.g., gross and net revenue retention, time-to-ATO, customer health scores, CSAT/NPS) and report on them to executive leadership.
• Build repeatable, scalable playbooks for kickoff, onboarding, implementation, ATO/FedRAMP navigation, QBRs, and renewals.
• Serve as a critical sponsor for customers, building trusted relationships with customer leadership.
• Act as the senior escalation point for high-severity customer issues, driving cross-functional resolution with Support, Engineering, and Security leadership.
• Partner with Sales and Finance to own the renewal forecast and drive expansion and upsell strategy across the portfolio.
• Drive tooling and process maturity across Salesforce, Jira, and customer health systems to improve visibility and operational rigor.

Qualifications

• 10+ years of leadership experience, building and managing teams, preferably in customer/mission success, or technical delivery supporting PaaS or cloud infrastructure in government contracts.
• Direct experience working in or supporting the Department of War (DoW) or Federal Civilian agencies.
• Proven track record owning retention and expansion outcomes, including renewal forecasting and revenue targets.
• 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 the ability to manage complex relationships across technical, non-technical, and senior government stakeholders.
• Experience designing and scaling customer success processes, metrics, and playbooks.

Preferred

• 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

• 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

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