VP of Customer Support and Implementations
About The Position
Second Front Systems (2F) is seeking a senior, mission-driven VP of Customer Support & Implementations to own and scale the post-sale customer experience for one of the most technically demanding platforms in the national security technology space. This is a newly elevated executive role created to match the pace at which our customer base and operational complexity have grown. Game Warden is a FedRAMP High-certified, Kubernetes-native DevSecOps platform deployed across classified and unclassified government networks. Our customers are warfighters and national security professionals who depend on seamless platform access and rapid time-to-deployment. Failure is not an option — and neither is mediocrity in how we support them. This VP will own two unified functions: Customer Support and Technical Implementations. You will lead a team of managers and senior engineers, build the organizational operating model, set the tone for how 2F shows up post-contract, and act as the senior executive voice of the customer to the CTO and broader leadership team. You are inheriting a capable foundation — and your job is to elevate it. This role reports directly to the CTO. Note: This position requires the ability to obtain and maintain a DoD Top Secret / SCI eligible security clearance. Candidates holding an active or interim DoD TS/SCI eligible clearance (or higher) are strongly preferred. Due to the strict federal security requirements for this role, U.S. citizenship is required. Additionally, candidates must reside in one of our approved hiring hubs: DC/Maryland/Virginia, Raleigh/Durham/Chapel Hill, NC, Denver/Colorado Springs, CO, Dallas/Fort Worth, TX.
Requirements
- 12+ years of experience in technical customer support, customer success, or professional services, with 7+ years in people leadership — including experience managing managers and senior ICs.
- Proven track record of building and scaling post-sale organizations (support + implementations or equivalent) in a high-growth SaaS or PaaS environment.
- Technically credible: you can engage in substantive conversations with engineers about Kubernetes cluster behavior, deployment pipelines, and platform architecture — and you can triage complex issues alongside your team when it matters.
- Familiarity with government cloud environments: AWS GovCloud, Azure Government, or GCP — and an understanding of the operational constraints unique to government customers (change control, ATO processes, classification levels).
- Demonstrated ability to define and operate against rigorous SLAs in environments where uptime and reliability are mission-critical, not just commercial expectations.
- Executive presence and communication skills: you can brief the CTO, a DoD program office, or a board on the state of the customer organization with equal fluency.
- Data-driven operating style: you set targets, build dashboards, and make resource and process decisions grounded in evidence.
- Proven ability to build cohesive, high-performing organizations through periods of growth and ambiguity — including inheriting existing teams and elevating them.
- U.S. citizenship is required.
- Ability to obtain and maintain a DoD Top Secret / SCI eligible security clearance.
Nice To Haves
- Candidates holding an active or interim DoD TS/SCI eligible clearance (or higher) are strongly preferred.
- Direct experience supporting DoD, IC, or federal civilian customers in a SaaS/PaaS context, ideally at classified or high-baseline authorization levels.
- Exposure to FedRAMP High, DoD IL5/IL6, or DISA-authorized environments — and the operational constraints that come with them.
- Background in DevSecOps, platform engineering, site reliability, or managing teams with that technical profile.
- Active security clearance or prior cleared work experience.
- Experience with tooling including Jira, GitLab, PagerDuty, and GitOps-based incident workflows.
- Prior experience integrating historically separate support and implementations functions into a unified post-sale organization.
Responsibilities
- Lead and develop a multi-functional team spanning Customer Support Engineers, Customer Operations Engineers, Implementation Engineers, and their managers.
- Establish clear ownership, escalation paths, and performance expectations across both the support and implementations functions.
- Drive a culture of technical excellence, mission focus, accountability, and continuous improvement across the organization.
- Own headcount planning, hiring, onboarding, and talent development for the combined function in partnership with the CTO and People team.
- Define and own the customer support strategy, operating model, SLAs, and service tiers for a customer base operating across government, IC, and DoD environments.
- Build and maintain support infrastructure — tooling, workflows, escalation frameworks, and on-call rotation — that can operate effectively across classification levels and ATO-bounded environments.
- Define, track, and report on KPIs including SLA performance, MTTR, resolution rates, backlog health, and CSAT. Use data to drive decisions, not just describe them.
- Own incident response coordination and ensure the team is always ready to respond to mission-critical issues with urgency and technical depth.
- Partner closely with Mission Success, Engineering and Product to close the loop on customer-reported issues — driving root cause resolution, not just ticket closure.
- Own the end-to-end technical implementation function: strategy, resourcing, execution, and quality assurance for all new customer onboarding and platform deployments.
- Ensure implementation projects are delivered on time, within scope, and to the technical and compliance standards required by government customers (FedRAMP High, DoD IL4/IL5/IL6).
- Build repeatable, scalable implementation methodologies and playbooks that reduce time-to-deployment without sacrificing quality.
- Coordinate resource allocation across concurrent implementation projects, balancing capacity across support and delivery commitments.
- Serve as the senior voice of the customer at the leadership level. Synthesize field intelligence, support trends, and implementation blockers into strategic recommendations for the CTO, Product, and GTM teams.
- Partner with Sales and Mission Success to define post-sale handoff expectations, success criteria, and customer health metrics.
- Represent the customer support and implementations function in executive planning, roadmap prioritization, and resource allocation conversations.
Benefits
- Competitive Salary
- 100% Healthcare, vision and dental coverage
- 401(k) + 3% company contribution
- Additional benefit perks (One Medical membership, mental health resources and family planning assistance)
- Equity incentive plan
- Tech + office supplies stipend
- Annual professional development stipend
- Flexible paid time off + federal holidays off
- Parental leave
- Referral Bonus
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
