[Hiring] VP of Customer Support and Implementations @Second Front Systems

Role Description

Second Front Systems (2F) is seeking a senior, mission-driven VP of Customer Support & Implementations to own and scale the post-sale customer experience for one of the most technically demanding platforms in the national security technology space. This is a newly elevated executive role created to match the pace at which our customer base and operational complexity have grown.

This VP will own two unified functions: Customer Support and Technical Implementations. You will lead a team of managers and senior engineers, build the organizational operating model, set the tone for how 2F shows up post-contract, and act as the senior executive voice of the customer to the CTO and broader leadership team. This role reports directly to the CTO.

Note: This position requires the ability to obtain and maintain a DoD Top Secret / SCI eligible security clearance. Candidates holding an active or interim DoD TS/SCI eligible clearance (or higher) are strongly preferred. Due to the strict federal security requirements for this role, U.S. citizenship is required. Additionally, 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

Qualifications

• 12+ years of experience in technical customer support, customer success, or professional services, with 7+ years in people leadership — including experience managing managers and senior ICs.
• Proven track record of building and scaling post-sale organizations (support + implementations or equivalent) in a high-growth SaaS or PaaS environment.
• Technically credible: you can engage in substantive conversations with engineers about Kubernetes cluster behavior, deployment pipelines, and platform architecture.
• Familiarity with government cloud environments: AWS GovCloud, Azure Government, or GCP.
• Demonstrated ability to define and operate against rigorous SLAs in environments where uptime and reliability are mission-critical.
• Executive presence and communication skills: you can brief the CTO, a DoD program office, or a board on the state of the customer organization.
• Data-driven operating style: you set targets, build dashboards, and make resource and process decisions grounded in evidence.
• Proven ability to build cohesive, high-performing organizations through periods of growth and ambiguity.

Requirements

• Own the end-to-end technical implementation function: strategy, resourcing, execution, and quality assurance for all new customer onboarding and platform deployments.
• Ensure implementation projects are delivered on time, within scope, and to the technical and compliance standards required by government customers.
• Build repeatable, scalable implementation methodologies and playbooks that reduce time-to-deployment without sacrificing quality.
• Coordinate resource allocation across concurrent implementation projects, balancing capacity across support and delivery commitments.

Benefits

• Competitive Salary
• 100% Healthcare, vision and dental coverage
• 401(k) + 3% company contribution
• Additional benefit perks (One Medical membership, mental health resources and family planning assistance)
• Equity incentive plan
• Tech + office supplies stipend
• Annual professional development stipend
• Flexible paid time off + federal holidays off
• Parental leave
• Work virtually, near one of our hub locations
• Referral Bonus