Senior Mission Success Manager – Navy Accounts

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of post-sale success across the portfolio as the main customer liaison, ensuring measurable readiness outcomes through use-case exploration, implementation, training, and support.

• Establish and nurture executive-level relationships across fleet commands, TYCOMs, and program offices.

• Articulate how secure and compliant capabilities provide service members with more time and bandwidth.

• Maintain a solid understanding of military branch command structures and specific needs, opportunities, and challenges within DoW.

• Provide customer leadership with best practices, guidance, and strategic advice.

• Create joint success plans and change-management strategies to promote adoption.

• Conduct data-driven quarterly and executive business reviews for senior DoW stakeholders.

• Examine engagement, platform usage, and readiness data to uncover gaps, quantify ROI, and share success stories.

• Oversee account health, identify churn risks, and implement mitigation strategies.

• Manage the renewal strategy and collaborate with Sales on expansion opportunities.

• Partner with Sales and content development services to integrate Ethos into customer training strategies.

• Work alongside Product, Engineering, and Customer Support on releases and deployment paths across both commercial and classified networks.

• Advocate for customers through cross-functional projects and provide insights to inform the product roadmap.

• Mentor Mission Success Managers and develop scalable playbooks, processes, and best practices.

• Prioritize and address customer escalations.

⛳️ Requirements

• Willingness to travel up to 30% of the time.

• Over 5 years of experience in Customer Success, account management, or solutions engineering within a SaaS environment.

• Demonstrated success in managing enterprise SaaS implementations, renewals, and expansions for a portfolio of strategic accounts.

• Experience working for or with the DoW, including navigating command hierarchies and engaging multiple levels of stakeholders.

• Must possess authorization to work in the U.S. as a U.S. citizen.

• Exceptional communication skills and technical proficiency, with a history of creating and delivering presentations to senior DoW stakeholders.

• Innovative ideas on user adoption and churn reduction, supported by results.

• Proficient in analyzing data, trends, and client information to identify growth opportunities for products and services.

• Familiarity with, or a strong passion for, learning and educational software.

• Highly organized, proactive, and with an exceptional eye for detail.

• A self-motivated individual who takes the initiative to accomplish tasks.

• Strong proficiency in navigating and utilizing Microsoft Office suite and Google tools.

• Preferred: Residing near major Naval installations and possessing an active or former security clearance.

• Preferred: A BS/BA degree from a four-year college or university.

• Preferred: Experience collaborating with DevSecOps partners and deploying software in secure or classified DoW environments.

• Preferred: Proven experience mentoring or coaching Customer Success or Mission Success team members.

🏝️ Benefits

• Significant equity upside.

• Variable compensation.

• Subsidized health insurance.

• 401(k) plan.

• Life insurance coverage.

• Cell phone stipend.