Director of Client Success- Army

Dcode•Washington, DC

About The Position

We are seeking a mission-driven, results-oriented Director of Client Success to lead the execution of high-priority initiatives for an Army client. In this role, you’ll help launch, operate, and oversee a function that can rapidly identify needs, scout technologies, integrate solutions, and scale what works. This means building structure, workflows, and processes that overcome legacy constraints to ensure speed, precision, and measurable impact. You will be responsible for leading multiple teams in multiple locations, lead client engagements, and navigate complex stakeholder relationships. Success in this role means navigating ambiguity, moving with urgency, and producing results that have a tangible mission impact. You will be accountable for achieving and exceeding client outcomes, driving measurable mission impact, and growing your account. You will build trusted relationships with senior leaders, anticipate emerging needs, and help them think differently to challenge the status quo. This role requires exceptional program leadership skills, advanced knowledge of DoW acquisition, PPBE, contracting, and the ability to translate complex operational requirements into actionable strategies and repeatable processes.

Requirements

10+ years of relevant work experience, including leadership of government-facing contracts in acquisition, technology integration, or operational support.
DAWIA Program Management Level 2 / Practitioner Certification preferred
Proven experience managing government contracts (DoD preferred), with strong understanding of contracting mechanisms such as OTAs, CSOs, and IDIQs.
Strong familiarity with technology scouting, evaluation, and integration into complex environments.
Exceptional communication and stakeholder engagement skills, including the ability to brief senior leaders and produce decision-ready materials.
Strong problem-solving skills, with the ability to operate in a fast-paced, evolving environment and deliver results under pressure.
Understanding and comfort with agile project management.
Skilled in analyzing qualitative and quantitative data to drive strategic recommendations and improvements.
Strong people leadership skills with experience managing and developing high-performing teams.
Demonstrated first hand experience in moving a capability from concept to operational deployment.
Executive presence and excellent written and verbal communication skills

Nice To Haves

Eligibility for clearance is required.
Thrive in high-tempo, mission-driven environments.
Can distill complex needs into focused, actionable initiatives.
Balance strategic thinking with tactical execution.
Proactively remove barriers and enable others to succeed.

Responsibilities

Serve as a trusted partner to Army and DoW stakeholders operating within the operational and acquisition ecosystems.
Support operational commands in identifying capability gaps and translating needs into actionable, rapid solutions.
Provide creative, novel perspectives and approaches to how the government operates in the areas of policy, acquisitions, finance, culture, and processes, in order to drive innovation and agility inside their missions.
Oversee agile operational structures that enable fast delivery and experimentation.
Facilitate collaboration across multiple organizations.
Continuously collect feedback and refine delivery approaches to improve outcomes and user experience.
Engage regularly with senior-level military clients in order to become a trusted partner becoming deeply familiar with the client’s mission objectives, organizational structure, policies, and challenges; build relationships with senior client leaders.
Work closely with the Army Senior Director to drive client retention, identify new and up-sell opportunities for account expansion, and help scope new client engagements.
Proactively collect feedback from the client, review client concerns, and improve the client experience across the account.
Collect and analyze qualitative and quantitative data/metrics to help clients solve their toughest problems and identify outcomes and Return On Investment (ROI).
Lead the launch and sustained operation of a high-tempo capability that rapidly connects identified needs to fielded solutions.
Manage day-to-day delivery for assigned workstream(s), producing high quality deliverables and measurable outcomes for your clients.
Translate strategic objectives into actionable plans, workflows, and performance metrics to evaluate progress towards objectives, ensuring Dcode’s support drives outsized mission and organizational value.
Apply agile and Scrum methodologies to plan, execute, and adapt projects based on real-time feedback to ensure progress is visible and measurable in weeks, not months.
Serve as a trusted partner to senior defense leaders, providing clear, and data-backed recommendations.
Facilitate alignment across diverse stakeholder groups to ensure priorities, timelines, and objectives are synchronized.
Work closely with technical contributors and Systems Developers to ensure requirements, timelines, and dependencies are aligned.
Lead, advise, and mentor senior program managers to bring in and integrate innovative, agile, and cutting-edge technologies into clients’ missions
Coordinate closely with Dcode leadership and Field Experts to bring the right expertise into projects at the right time.
Support rapid prototyping and experimentation efforts tied to software-enabled capabilities.
Develop and execute account growth strategies that expand Dcode's presence across the Army.
Identify, qualify, and help capture new opportunities.
Partner with Business Development and Capture teams to develop account plans, competitive positioning, win strategies, and proposal support for strategic opportunities.
Leverage executive relationships to identify emerging mission needs and expand Dcode's portfolio within the Army.
Establish mission-relevant performance metrics and implement tracking mechanisms to assess progress and impact.
Drive continuous improvement by capturing lessons learned and refining processes for future application.
Monitor risks, resolve issues quickly, and adapt plans to changing operational realities.
Manage resourcing to ensure profitability targets are met.
Partner with Systems Developers and technical teams supporting technical capability efforts.
Lead the planning and oversight of technical development and integration activities, including testing, deployment, and sustainment considerations.
Maintain awareness of emerging technologies and software development best practices to inform planning and decision-making.
Help ensure interoperability, security, and compliance with DoD/DoW regulations throughout delivery efforts.
Lead documentation efforts, including requirements, design artifacts, user guidance, and lessons learned.
Understand and manage contract requirements to ensure compliance and effective delivery.
Identify risks early and work with leadership to mitigate issues quickly.
Capture lessons learned and recommended improvements to processes, tools, and workflows.
Support efforts to remove policy, acquisition, and operational barriers to innovation.
Implement solutions that make delivery more efficient and scalable.
Monitor contract spending, deliverables, and burn rates
Manage resourcing to ensure client outcomes are met.