[Hiring] Senior Director, Customer Success & Delivery @Armada

Role Description

The Senior Director of Customer Success & Delivery for Americas & US Federal leads Armada’s post-sales organization across the region, ensuring successful deployment, operational excellence, and long-term customer value realization. This role owns the full post-award lifecycle, from onboarding and deployment through production operations, customer success, and expansion. The Senior Director leads teams of Technical Account Managers, Forward Deploy Engineers, and Mission Success Engineers responsible for delivering Armada’s AI infrastructure platform in complex enterprise and federal environments. The position combines delivery leadership, technical credibility, and executive customer engagement to ensure Armada becomes a trusted long-term partner to mission owners and enterprise leaders. Success is measured by customer adoption, mission outcomes delivered, operational stability, renewals, and platform expansion across the Americas.

Key Responsibilities

• Regional Customer Success & Delivery Leadership
  • Own Customer Success and Delivery outcomes across US Federal and Americas enterprise customers
  • Define and operate a regional post-sales model aligned with both commercial enterprise requirements and federal security frameworks
  • Translate customer mission and business objectives into structured success plans, milestones, and measurable outcomes
  • Drive long-term retention, expansion, and platform adoption through consistent execution and customer trust
• Deployment and Operational Execution
  • Own the post-award lifecycle from contract execution through deployment, activation, and steady-state operations
  • Ensure rapid time-to-value for AI workloads deployed on Armada’s edge infrastructure platform
  • Lead delivery governance across hardware, networking, platform infrastructure, and AI workload readiness
  • Establish repeatable deployment playbooks, delivery processes, and operational runbooks suitable for both enterprise and government environments
• Federal Security, Compliance & Accreditation
  • Lead deployments operating under FedRAMP Moderate and High environments and classified infrastructure requirements
  • Partner with federal security and compliance teams on ATO processes, continuous monitoring, and audit readiness
  • Ensure deployments align with NIST 800-53 controls, federal risk management frameworks, and agency-specific security requirements
  • Serve as the senior escalation authority for accreditation, compliance, and security-related concerns
  • Maintain strict adherence to clearance protocols, need-to-know requirements, and operational security standards
• Executive Stakeholder Engagement
  • Build trusted advisor relationships with senior government officials, enterprise executives, and mission leaders
  • Lead executive program reviews and operational governance sessions focused on mission impact, system reliability, and roadmap alignment
  • Communicate value in terms of mission effectiveness, operational resilience, and measurable business outcomes
  • Maintain credibility in high-stakes, sensitive operational environments
• Adoption, Expansion & Platform Growth
  • Drive adoption of Atlas, Galleon with AEP, and Leviathan AI Factory deployments integrated with Bridge GPU-as-a-Service
  • Support transitions from pilot environments to full production deployments
  • Identify opportunities to expand deployments into additional agencies, regions, or enterprise programs
  • Partner closely with Sales and Capture teams to drive expansion while preserving strong post-award trust
• Customer Health and Risk Management
  • Define and monitor customer health indicators tied to mission success, platform adoption, and operational stability
  • Identify risks early and drive cross-functional resolution across engineering, product, and security teams
  • Lead executive-level escalations and crisis management when required
• Team Leadership & Organizational Development
  • Build and scale a regional Customer Success organization across the Americas
  • Recruit and develop teams including:
    • Technical Account Managers
    • Forward Deploy Engineers
    • Mission Success Engineers
    • Customer Success leaders
  • Create a culture of accountability, discretion, and mission-first execution
  • Ensure teams operate in compliance with federal security requirements and enterprise governance standards
• Cross-functional Leadership inside Armada
  • Partner closely with Product, Engineering, Security, Compliance, and Government Programs teams
  • Represent the voice of Americas customers in product roadmap decisions and service delivery models
  • Help shape Armada’s global delivery framework and FedRAMP operating model

Qualifications

• 10+ years of experience in customer success, technical delivery, program leadership, or professional services
• Experience leading large enterprise or federal technology deployments
• Active TS/SCI clearance preferred; Full Scope Polygraph strongly desired
• Strong technical foundation in AI infrastructure, edge computing, data center platforms, and GPU-accelerated workloads
• Demonstrated success delivering outcomes in regulated, classified, or mission-critical environments
• Executive-level communication skills with experience engaging senior government and enterprise stakeholders

Preferred Experience

• Direct experience with FedRAMP Moderate or High environments
• Background supporting DoD, Intelligence Community, or federal civilian agencies
• Experience operating in disconnected, denied, or edge environments
• Experience scaling AI or compute infrastructure from pilot to production

What Success Looks Like

• Federal and enterprise customers operating stable, secure AI infrastructure in production
• Atlas, Galleon, and Leviathan deployments integrated with Bridge GPUaaS delivering measurable operational impact
• Successful accreditations, renewals, and expansions across the Americas
• Armada recognized as a trusted long-term AI infrastructure partner for mission-critical environments
• A high-performing regional Customer Success organization driving sustained growth across US Federal and Americas enterprise markets

Compensation & Benefits

• For U.S. Based candidates: To ensure fairness and transparency, the on-target earnings salary range for this role for candidates in the U.S. are listed, varying based on location experience, skills, and qualifications. In addition to the salary, this role will also be offered equity and subsidized benefits (details available upon request).
• Benefits:
  • Medical, dental, and vision (subsidized cost)
  • Health savings accounts (HSA), flexible spending accounts (FSA), and dependent care FSAs (DCFSA)
  • Retirement plan options, including 401(k) and Roth 401(k)
  • Unlimited paid time off (PTO)
  • 15 paid company holidays per year

Compensation

$231,000 — $288,000 USD

You're a Great Fit if You're

• A go-getter with a growth mindset. You're intellectually curious, have strong business acumen, and actively seek opportunities to build relevant skills and knowledge
• A detail-oriented problem-solver. You can independently gather information, solve problems efficiently, and deliver results with a "get-it-done" attitude
• Thrive in a fast-paced environment. You're energized by an entrepreneurial spirit, capable of working quickly, and excited to contribute to a growing company
• A collaborative team player. You focus on business success and are motivated by team accomplishment vs personal agenda
• Highly organized and results-driven. Strong prioritization skills and a dedicated work ethic are essential for you

Equal Opportunity Statement

At Armada, we are committed to fostering a work environment where everyone is given equal opportunities to thrive. As an equal opportunity employer, we strictly prohibit discrimination or harassment based on race, color, gender, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other characteristic protected by law. This policy applies to all employment decisions, including hiring, promotions, and compensation. Our hiring is guided by qualifications, merit, and the business needs at the time.

Unsolicited Resumes and Candidates

Armada does not accept unsolicited resumes or candidate submissions from external agencies or recruiters. All candidates must apply directly through our careers page. Any resumes submitted by agencies without a prior signed agreement will be considered unsolicited and Armada will not be obligated to pay any fees.