Mission Success Manager

Second Front Systems•Washington, DC

7d•$150,000 - $160,000

About The Position

Second Front Systems is seeking a customer-focused, mission-driven Mission Success Manager to support a portfolio of commercial customers deploying on Game Warden. The role is the primary point of contact for customers throughout their journey, from signing and kickoff through implementation, authorization, steady-state support, and renewal. It connects customers with engineering, security, product, and other internal teams to help customers achieve authorization and securely deploy their SaaS solutions. The position requires candidates to reside in one of the approved hiring hubs: DC/Maryland/Virginia or Denver/Colorado Springs, Colorado. The role is full-time and includes a base salary range of $120,000 to $160,000, with potential eligibility for equity awards and discretionary bonuses. Compensation depends on professional background, technical proficiency, seniority, and regional cost factors.

Requirements

At least 5 years of experience in customer/mission success, technical delivery, or a 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, including through ambiguity.
Working knowledge of NIST RMF, FedRAMP, or equivalent compliance frameworks.
Demonstrated understanding of IaaS, PaaS, and/or SaaS.
Excellent communication skills and ability to communicate with technical and non-technical audiences.
Must reside in an approved hiring hub: DC/Maryland/Virginia or Denver/Colorado Springs, Colorado.

Nice To Haves

Direct experience managing customer relationships in an IaaS, PaaS, or SaaS environment.
Experience in fast-paced startup environments.
Operational fluency with Salesforce for CRM pipeline management and Jira for ticketing and cross-functional collaboration.

Responsibilities

Build deep relationships with customer technical and executive teams.
Lead customer kickoffs, onboarding, regular syncs, and Quarterly Business Reviews.
Own high-severity technical escalations and coordinate resolution with support and engineering teams.
Guide customers through technical implementation and Authority to Operate / FedRAMP compliance processes.
Own renewal and upsell opportunities to secure contract expansion and revenue retention.
Convey feedback from deployed customers into product roadmap recommendations.
Serve as the primary point of contact for a portfolio of commercial customers deploying on Game Warden.
Coordinate between customers and internal engineering, security, product, and other teams throughout the customer lifecycle.

Benefits

100% employer-paid medical, dental, and vision coverage for the employee and dependents.
401(k) with a 3% company contribution.
Comprehensive wellness benefits, including a One Medical membership, mental health resources, and family planning support.
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.
Potential eligibility for discretionary bonuses.