Mission Success Manager

Zignal Labs • Washington, DC

3d

About The Position

As a Mission Success Manager, you are the bridge between cutting-edge intelligence tools and frontline mission execution. You will engage with customers to onboard users, provide technical guidance and training, and serve as a trusted advisor to ensure users successfully adopt Zignal software solutions. You will work closely with Zignal’s technical, product, and sales teams to lead training sessions, ensure seamless platform integration into customer workflows, and advocate for customer needs internally.
Your role is centered on user enablement and success. You will guide customers on technical best practices to achieve their objectives, assist them to configure platform capabilities to optimize platform use, and serve as the primary point of contact throughout the partnership. Your responsibilities extend to customizing training content and participating in product testing and feedback sessions. As the primary voice of the mission-user in product sprints, you will ensure the development roadmap reflects high-stakes, real-world constraints. You will also support contract renewals and flag expansion opportunities in close coordination with the sales team.

Requirements

• TS Clearance.
• Background in OSINT through military, intelligence, or defense operations, either through direct experience or working closely with related organizations.
• Familiarity with OSINT tools, intelligence workflows, cybersecurity, or mission-critical software applications.
• 4 or more years of experience, with a strong preference for those who have performed PAI/OSINT analysis in an operational environment. Experience with SaaS implementation and stakeholder relationship management, working within teams such as Customer Success, Technical Project Management, or a related team in a technology-driven environment, also considered.
• Ability to manage multiple projects simultaneously, balancing technical enablement with strategic customer engagement.
• Strong analytical and problem-solving skills with the ability to translate customer needs into actionable platform solutions.
• Excellent verbal and written communication skills, with the ability to engage technical and non-technical stakeholders at all levels.
• Experience with office tools such as PowerPoint and Excel, with a drive to learn additional tools to extract strategic insights.
• Willingness to travel occasionally for customer training, technical support, and industry events.

Nice To Haves

• Experience in GovTech, DefenseTech, or SaaS platforms used in national security applications.
• Experience conducting customer training sessions or platform demonstrations in a technical or mission-focused context.
• Technical certifications or commensurate experience in areas such as cloud infrastructure, cybersecurity, or OSINT.
• Knowledge of government procurement processes, contract vehicles, or enterprise IT deployments a plus.

Responsibilities

• Lead custom implementation roadmaps that align platform capabilities with customers’ specific mission objectives.
• Act as a subject matter expert, helping customers integrate Zignal into their existing workflows and operational environments. Customer use cases may focus on national defense, security, personal protection, among others.
• Conduct workshops, training sessions, and documentation reviews to build user confidence and drive platform adoption. Develop customized training content as needed for new users.
• Collaborate with customers to automate the detection of real-time threats, trends, and emerging narratives, significantly reducing time-to-insight for mission-critical events.
• Maintain strong, ongoing relationships with key stakeholders to ensure continued platform adoption, long-term customer satisfaction, and contract renewal.
• Proactively share best practices, strategic insights, and platform guidance tailored to each customer’s mission requirements.
• Directly resolve or appropriately route incoming customer support inquiries, escalating as needed with full focus on the outcome.
• Gather structured feedback from users and provide actionable input to product and engineering teams to drive platform improvements.
• Lead key customer engagement milestones including kickoffs, strategy sessions, and executive business reviews. Monitor customer adoption and usage, and maintain recurring user touchpoints.
• Work closely with project managers, SMEs, and stakeholders to document standardized procedures and best practices across the organization.
• Identify and communicate expansion opportunities to the sales team based on your knowledge of customer workflows and evolving requirements.
• Support pre-sales efforts when requested, including platform demonstrations and pilot programs aligned to customer mission needs.

Benefits

• Competitive compensation.
• Comprehensive medical, dental, and vision coverage, alongside life insurance and parental leave plans.
• 401(k) retirement planning to help you build long-term financial stability.
• Paid time off and flexible leave policies to help you maintain a healthy work-life balance.
• Dedicated programs for professional development and continuous learning to keep your skills at the cutting edge.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees