Director, Commercial Mission Success

This is a fully remote position, open to applicants in Colorado, +4 more states.

📋 Description

• Lead, recruit, mentor, and cultivate a team of Mission Success Managers.

• Establish clear expectations, portfolio assignments, and pathways for career development.

• Own the Commercial Mission Success strategy and operational model, including customer segmentation, coverage models, and team capacity planning.

• Define and manage customer health and retention metrics, such as gross and net revenue retention, time-to-ATO, customer health scores, and CSAT/NPS.

• Present customer metrics to executive leadership.

• Create repeatable, scalable playbooks for kickoff, onboarding, implementation, ATO/FedRAMP navigation, QBRs, and renewals.

• Act as a key sponsor for customers and foster trusted relationships with customer leadership.

• Serve as the senior escalation point for critical customer issues with high severity.

• Facilitate cross-functional resolution in collaboration with Support, Engineering, and Security leadership.

• Collaborate with Sales and Finance to manage the renewal forecast and promote expansion and upsell strategies.

• Enhance tooling and process maturity across Salesforce, Jira, and customer health systems.

• Ensure customers obtain authorization and secure deployment of their SaaS solutions.

• Represent the voice of the customer and the missions they serve in company development and growth.

⛳️ Requirements

• Over 10 years of leadership experience in building and managing teams, ideally in customer/mission success or technical delivery for PaaS or cloud infrastructure within government contracts.

• Direct experience working with or supporting the Department of War (DoW) or Federal Civilian agencies.

• Proven history of owning retention and expansion results, including renewal forecasting and meeting revenue targets.

• Working knowledge of Authority to Operate (ATO), FedRAMP, or similar compliance frameworks.

• Strong understanding of IaaS, PaaS, and/or SaaS delivery models.

• Executive presence and ability to navigate complex relationships across technical, non-technical, and senior government stakeholders.

• Experience in designing and scaling customer success processes, metrics, and playbooks.

• Preferred: Experience leading customer success teams within an IaaS, PaaS, or SaaS environment.

• Preferred: Experience in scaling a team or function within a fast-paced, high-growth startup environment.

• Preferred: Experience with customer success platforms alongside Salesforce and Jira.

• Active security clearance or the eligibility to obtain one.

• Candidates must reside in one of the approved hiring hubs: DC/Maryland/Virginia; Raleigh/Durham/Chapel Hill, NC; Denver/Colorado Springs, CO; or Dallas/Fort Worth, TX.

• U.S. citizenship is required as per the application form.

🏝️ Benefits

• Potential eligibility for equity awards.

• Discretionary bonuses.

• 100% employer-paid medical, dental, and vision coverage for you and your dependents.

• 401(k) with a 3% company contribution.

• Comprehensive wellness benefits, including a One Medical membership, mental health resources, family planning support, and more.

• 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.