[Hiring] Director of Customer Success @Centific

Role Description

Lead mission-critical customer outcomes, 24/7 network operations, and platform reliability for federal, state, and local government agency clients.

This Director role unifies capabilities from Customer Success, NOC, and SRE under one leader who understands both the relationship side of public sector accounts and the technical rigor required to operate at government-grade reliability standards.

• Collaborate with a cross-functional organization serving government agencies and state and local government clients.
• Present outcomes to a CIO and debug an SLO breach with your SRE team at 2am.
• Understand the procurement rhythms of government, the weight of FedRAMP authorization, and what it means to serve the public interest through technology.

Metrics you'll own:

• NRR: Net Revenue Retention across agency book
• CSA: Agency Satisfaction & Mission Outcome Scores
• 99.9%+ Uptime / SLA Achievement for gov workloads
• MTTR: Mean Time to Resolution for P1/P2 incidents

This is a senior, fully remote leadership role requiring 15+ years of progressive experience in customer success, account management, and technical operations — including hands-on experience leading Network Operations Center (NOC) teams and deep expertise in Site Reliability Engineering (SRE).

The Director will oversee a portfolio spanning federal, state, local, and education (SLED) accounts, ensuring strong adoption, customer health, and retention throughout the entire customer lifecycle—from onboarding through renewal.

• Drive customer retention and expansion strategies while ensuring operational reliability and performance.
• Understand that the goals of NOC operators and SREs are aligned to improve system reliability.

Qualifications

• 8+ years in Customer Success, program management, or technical operations in a SaaS or government IT environment
• 5+ years managing multi-disciplinary teams including customer-facing and technical operations staff
• Experience working with or supporting federal, state, or local government clients
• Proven experience running or overseeing a 24/7 NOC with government SLA obligations
• Hands-on background in SRE concepts: SLOs, error budgets, observability, and incident management
• Familiarity with FedRAMP, FISMA, and NIST frameworks as they apply to cloud platform operations

Requirements

• Experience managing government and city/state agencies, task orders, and option year renewals
• Background supporting DoD IL4/IL5 or classified workloads in AWS GovCloud or Azure Government
• Knowledge of CMMC 2.0, DISA STIGs, and CIS security benchmarks
• PMP, ITIL v4, or Google SRE certification
• Experience presenting to agency leadership, GAO, or IG review bodies
• Prior service in federal civilian agencies, military, or defense contracting

Benefits

• Salary: $180k-$200k with OTE

Company Description

Centific is a frontier AI data foundry that curates diverse, high-quality data, using our purpose-built technology platforms to empower the Magnificent Seven and our enterprise clients with safe, scalable AI deployment.

• Team includes more than 150 PhDs and data scientists, along with more than 4,000 AI practitioners and engineers.
• Harnesses the power of an integrated solution ecosystem comprising industry-leading partnerships and 1.8 million vertical domain experts in more than 230 markets.
• Offers zero-distance innovation™ solutions for GenAI that can reduce GenAI costs by up to 80% and bring solutions to market 50% faster.
• Aims to bridge the gap between AI creators and industry leaders by bringing best practices in GenAI to unicorn innovators and enterprise customers.