Director of Customer Success

Centific

1d•$180,000 - $200,000•Remote

About The Position

Lead mission-critical customer outcomes, 24/7 network operations, and platform reliability for federal, state, and local government agency clients. Lead Director of Customer Success Lead mission-critical customer outcomes, 24/7 network operations, and platform reliability for federal, state, and local government agency clients. mission-critical customer outcomes, 24/7 network operations, and platform reliability for federal, state, and local government agency clients. ABOUT THE ROLE Mission-driven leadership: Government agencies depend on our platform to deliver citizen services, manage public funds, and maintain operational continuity. Downtime isn't just a commercial risk — it's a mission failure. This Director role unifies capabilities from Customer Success, NOC, and SRE under one leader who understands both the relationship side of public sector accounts and the technical rigor required to operate at government-grade reliability standards. You will collaborate with a cross-functional organization serving government agencies and state and local government clients. You are equally comfortable presenting outcomes to a CIO and debugging an SLO breach with your SRE team at 2am. You understand the procurement rhythms of government, the weight of FedRAMP authorization, and what it means to serve the public interest through technology. METRICS YOU'LL OWN NRRNet Revenue Retention across agency book CSATAgency Satisfaction & Mission Outcome Scores 99.9%+Uptime / SLA Achievement for gov workloads MTTRMean Time to Resolution for P1/P2 incidents · This is a senior, fully remote leadership role requiring 15+ years of progressive experience in customer success, account management, and technical operations — including hands-on experience leading Network Operations Center (NOC) teams and deep expertise in Site Reliability Engineering (SRE). · The Director will oversee a portfolio spanning federal, state, local, and education (SLED) accounts, ensuring strong adoption, customer health, and retention throughout the entire customer lifecycle—from onboarding through renewal. This role demands a leader who can simultaneously drive customer retention and expansion strategies while ensuring the operational reliability and performance that government clients require. Across the U.S. public sector, service experience and reliability have moved from operational concerns to mission requirements. As such, the ideal candidate understands that the goals of NOC operators and SREs are aligned — both try to improve the reliability of the system — and that SRE best practices applied within NOC operations can elevate reliability to new levels.

Requirements

8+ years in Customer Success, program management, or technical operations in a SaaS or government IT environment
5+ years managing multi-disciplinary teams including customer-facing and technical operations staff
Experience working with or supporting federal, state, or local government clients
Proven experience running or overseeing a 24/7 NOC with government SLA obligations
Hands-on background in SRE concepts: SLOs, error budgets, observability, and incident management
Familiarity with FedRAMP, FISMA, and NIST frameworks as they apply to cloud platform operations

Nice To Haves

Experience managing government and city/state agencies, task orders, and option year renewals
Background supporting DoD IL4/IL5 or classified workloads in AWS GovCloud or Azure Government
Knowledge of CMMC 2.0, DISA STIGs, and CIS security benchmarks
PMP, ITIL v4, or Google SRE certification
Experience presenting to agency leadership, GAO, or IG review bodies
Prior service in federal civilian agencies, military, or defense contracting

Responsibilities

Customer Success leadership
Build, hire, mentor, and retain a team of Customer Success Managers and onboarding specialists across segments
Develop and execute the CS strategy aligned to company revenue goals, including segmentation, tiering, and coverage models
Own gross and net revenue retention; partner with Sales on upsell/cross-sell motions and renewal forecasting
Define and continuously improve the customer journey — from kickoff through adoption, QBRs, and renewal
Build scalable SRE runbooks & playbooks, health scoring frameworks, and early warning systems for preventative measures while advancing Centific’s AI Platform capabilities
Collaborate cross-functionally with Engineering, Product, Marketing, and Support to close the feedback loop and advocate for customer needs
Report CS performance to executive leadership with data-driven insights and actionable recommendations
Champion a customer-first culture across the entire organization
Lead and develop a team of CSMs aligned to agencies and city/state governments; define coverage models, OKRs, and career ladders
Serve as escalation point for strategic agency accounts; build relationships with agency and city/state government CXOs
Design onboarding programs that accommodate ATO processes, security reviews, and the extended procurement timelines common in government
Develop mission outcome frameworks — translating platform adoption data into agency-specific mission impact metrics delivering operational excellence
Navigate multi-stakeholder government environments including program offices, IT departments, legal/contracting, and oversight bodies
NOC team leadership
Establish incident management processes compliant with NIST SP 800-61 and agency-specific incident reporting requirements (US-CERT, CISA)
Oversee agency-facing communication protocols during outages, ensuring language, timelines, and escalation chains comply with contract terms
Drive post-incident review culture; ensure every P1/P2 produces root-cause documentation suitable for agency briefings and ATO evidence packages
Lead teams building Agentic AI workflows for Operations & SRE dashboards providing real-time visibility into infrastructure health, data pipeline integrity, and API uptime for government-hosted environments
Site Reliability Engineering leadership
Lead the SRE team in defining SLOs and error budgets aligned to contractual SLAs
Champion reliability as a mission-critical feature — embed SRE practices (chaos engineering, load testing, runbook automation)
Oversee observability infrastructure across on-premise infrastructure (& hybrid) and GovCloud (AWS GovCloud, Azure Government)
Drive automation via AI Agents and workflows to reduce operations toil; partner with Engineering on tooling