Mission Success Manager

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

📋 Description

• Cultivate strong relationships with both technical and executive teams of customers.

• Lead the initiation of customer projects, onboarding processes, regular meetings, and Quarterly Business Reviews.

• Manage high-severity technical escalations and facilitate cross-functional resolutions involving support and engineering teams.

• Guide customers through the technical implementation and the Authority to Operate / FedRAMP compliance procedures.

• Take ownership of renewal and upsell opportunities to ensure contract growth and revenue retention.

• Integrate feedback from deployed customers into recommendations for the product roadmap.

• Act as the main point of contact for a portfolio of commercial customers utilizing Game Warden.

• Coordinate efforts among customers, engineering, security, and product teams to guarantee the authorization and secure deployment of SaaS solutions.

⛳️ Requirements

• Over 5 years of experience in customer/mission success, technical delivery, or a similar role, ideally supporting PaaS or cloud infrastructure in government contracts.

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

• Capability to manage intricate customer relationships, often in ambiguous situations.

• Familiarity with NIST RMF, FedRAMP, or comparable compliance frameworks.

• Proven understanding of IaaS, PaaS, and/or SaaS solutions.

• Exceptional communication skills, with the ability to transition smoothly between technical and non-technical audiences.

• Direct experience in managing customer relationships within an IaaS, PaaS, or SaaS setting.

• Experience in high-paced startup environments.

• Operational proficiency with Salesforce for CRM pipeline management and Jira for ticketing and interdepartmental collaboration.

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

• U.S. citizenship is required.

• Currently in the process of obtaining a security clearance.

🏝️ Benefits

• Potential eligibility for equity awards.

• Discretionary bonuses.

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

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

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

• Equity incentive plan.

• Stipend for new hire technology and home office setup.

• Annual professional development stipend.

• Flexible paid time off, in addition to all federal holidays.

• Generous parental leave policy.

• Flexible remote work opportunities.

• Employee referral bonus program.