Director, Commercial Mission Success
Remote$170k - $195kFull-timePosted 5d ago
About the role
Director of Commercial Mission Success to lead and scale the Commercial Mission Success organization, owning end-to-end customer experience across the Game Warden portfolio from contract signature through renewal, building a high-performing team and partnering across functions to ensure customer authorization and secure deployment of SaaS solutions.
Responsibilities
- Lead, hire, coach, and develop a team of Mission Success Managers, setting clear expectations, portfolio assignments, and career growth paths.
- Own Commercial Mission Success strategy and operating model, including customer segmentation, coverage models, and team capacity planning as the business scales.
- Define and own key customer health and retention metrics (e.g., gross and net revenue retention, time-to-ATO, customer health scores, CSAT/NPS) and report on them to executive leadership.
- Build repeatable, scalable playbooks for kickoff, onboarding, implementation, ATO/FedRAMP navigation, QBRs, and renewals.
- Serve as a critical sponsor for customers, building trusted relationships with customer leadership.
- Act as the senior escalation point for high-severity customer issues, driving cross-functional resolution with Support, Engineering, and Security leadership.
- Partner with Sales and Finance to own the renewal forecast and drive expansion and upsell strategy across the portfolio.
- Drive tooling and process maturity across Salesforce, Jira, and customer health systems to improve visibility and operational rigor.
Qualifications
- 10+ years of leadership experience, building and managing teams, preferably in customer/mission success, or technical delivery supporting PaaS or cloud infrastructure in government contracts.
- Direct experience working in or supporting the Department of War (DoW) or Federal Civilian agencies.
- Proven track record owning retention and expansion outcomes, including renewal forecasting and revenue targets.
- Working knowledge of Authority to Operate (ATO), FedRAMP, or equivalent compliance frameworks.
- Strong understanding of IaaS, PaaS, and/or SaaS delivery models.
- Executive presence and the ability to manage complex relationships across technical, non-technical, and senior government stakeholders.
- Experience designing and scaling customer success processes, metrics, and playbooks.
Skills
Required:Leadership and team developmentCustomer success strategy and operationsKey metrics and forecasting
Benefits
- 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 One Medical membership, mental health resources, family planning support, and more
- Equity incentive plan
- New hire technology and home office stipend
- Annual professional development stipend
- Flexible paid time off, plus all federal holidays
- Generous parental leave
- Flexible remote work opportunities
- Employee referral bonus program
Last updated Oct 21, 2026. Interested? Apply on the company site.
About Second Front Systems
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