Mission Success Manager

Second Front Systems is looking for a customer-focused, mission-driven, high-agency Mission Success Manager to strengthen our Mission Success team. Operating at the frontline of the Second Front customer journey, you will be responsible for your customers' success, guiding their experience from the moment they sign with Second Front, through kickoff, implementation, authorization, steady-state support, and renewal. You will serve as the dedicated primary point of contact for a portfolio of commercial customers deploying on Game Warden, and the daily connective tissue between customers, engineering, security, and product, ensuring that your customers achieve authorization, and secure deployment of their SaaS solutions. As a key partner to essentially every function within the Second Front ecosystem, you will be the core connective tissue between those teams and our customers, serving as not just critical link to them but also to the missions that our customers support. 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 • Build deep relationships with customer technical and executive teams. • Lead customer kickoffs, onboarding, regular syncs, and Quarterly Business Reviews. • Own high-severity technical escalations. Coordinate cross-functional resolution with support and engineering teams. • Navigate customers through technical implementation, the Authority to Operate / FedRAMP compliance processes. • Own renewal and upsell opportunities to secure contract expansion and revenue retention. • Synchronize feedback from deployed customers into product roadmap recommendations. What You Bring • 5+ years in customer/mission success, technical delivery, or related role, preferably supporting PaaS or cloud infrastructure in government contracts. • Direct experience working in or supporting Department of War (DoW) missions or Federal Civilian agencies. • Ability to manage complex customer relationships, sometimes through ambiguity. • Working knowledge of NIST RMF, FedRAMP, or equivalent compliance frameworks. • Demonstrated understanding of IaaS, PaaS, and/or SaaS. • Excellent communication skills and the ability to shift fluidly between technical and non-technical audiences. Preferred • Direct experience managing customer relationships in an IaaS, PaaS, or SaaS environment. • Experience being in fast-paced startup environments. • Operational fluency with Salesforce for CRM pipeline management and Jira for ticketing and cross-functional collaboration. The base salary for this position will fall between $120,000 and $160,000. Your ultimate compensation will be determined by professional background, technical proficiency, seniority, and regional cost factors. Furthermore, this opportunity includes potential eligibility for equity awards and discretionary bonuses, rounding out a comprehensive total rewards offering. 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 Perks & Benefits: This role is a full time position. As a public benefit corporation, we’re a team of purpose-driven trailblazers transforming the future of U.S. national security. We hire the best to do their best and, as such, we are committed to providing the perks and benefits you need to be successful—both in- and outside the workplace. Perks of Joining Our Team: • 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