[Hiring] Mission Director @Defense Unicorns

Role Description

As the Mission Director for the Navy Domain within the Federal Business Unit at Defense Unicorns, you will focus on ensuring customer retention, satisfaction, long-term success, and account expansion. This role emphasizes relationship management, hero happiness, and accelerating time-to-value for mission partners. By proactively addressing customer needs, driving product adoption, and serving as a trusted advisor, you will maintain high retention rates, build advocacy among our heroes, and iteratively grow the Navy domain over time.

Key Responsibilities

• Customer Retention & Satisfaction
  • Build and maintain relationships with mission heroes to ensure satisfaction and alignment with their mission outcomes.
  • Maintain a minimum revenue retention rate by addressing customer needs, resolving issues promptly, and ensuring high engagement.
• Time-to-Value & Adoption
  • Ensure a positive onboarding experience and expedited time-to-value for new customers.
  • Promote adoption of Defense Unicorns’ products and solutions to meet and exceed mission objectives.
  • Facilitate a retrospective once time-to-value is achieved to capture lessons learned and continuously improve the process.
• Hero (Customer) Advocacy & Health
  • Serve as a trusted advisor, advocating for solutions that meet both immediate and long-term goals.
  • Maintain a high hero health score by regularly engaging with partners and reinforcing product value.
  • Provide regular updates to heroes on feedback progress and new features or benefits delivered through our products.
• Account Expansion
  • Identify expansion opportunities within current hero accounts and maximize contract value; modify existing contracts to capture new scope when necessary.
  • Scope contracts to provide the greatest flexibility and allow for expansion, prioritizing licenses whenever possible.
  • Identify cross-selling opportunities into adjacent Navy programs and collaborate with the Navy Account Executive.
• Collaborative Product Development
  • Relay customer feedback to the Product team to prioritize relevant features or fixes.
  • Advocate for Navy-specific enhancements to improve customer experience and retention.
• Metrics & Reporting
  • Track and report KPIs, including retention rates, hero health scores, time-to-value, and adoption success.

Expectations

• Conduct quarterly business reviews (QBRs) to highlight progress and align on future goals.
• Champion customer needs across internal teams to ensure mission success and continued satisfaction.
• Facilitate and share the results of retrospectives once time-to-value is achieved.
• Balance time-to-value and gross profit margins during the initial contract period, leaning toward time-to-value to ensure stickiness and contract renewal. After initial value is realized, maintain gross profit margins across the Navy domain.

Benefits

• Health:
  • Medical/Dental/Vision
  • Premiums are 100% Company Paid
  • Health Savings Account
  • Life Insurance
  • Disability Insurance
• Financial:
  • 401k Retirement Plan
  • Company Stock Options
  • Home Office Budget
• Leave:
  • Flexible Time Off (FTO) plus all Federal Holidays
  • One week for Thanksgiving
  • Two weeks for Christmas and New Year’s
  • Paid Parental Leave
• Learning:
  • Reimbursement for approved trainings/subscriptions
  • Conferences (travel, lodging, and fees)