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 throughout the portfolio as the main point of contact for customers, ensuring quantifiable readiness outcomes via use-case identification, implementation, training, and support.

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

• Clarify how secure and compliant capabilities can help service members regain time and resources.

• Maintain a thorough understanding of military-branch command structures and the specific needs, opportunities, and challenges of the Department of the War (DoW).

• Provide customer leadership with best practice recommendations, strategic guidance, and insights.

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

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

• Examine engagement, platform utilization, and readiness metrics to pinpoint gaps, assess ROI, and communicate success stories.

• Monitor account health, recognize risks of churn, and implement mitigation strategies.

• Manage renewal strategies and collaborate with Sales on opportunities for expansion.

• Work alongside Sales and content development services to integrate Ethos into customer training programs.

• Collaborate with Product, Engineering, and Customer Support on releases and deployment strategies across both commercial and classified networks.

• Advocate for customer needs through cross-functional initiatives and contribute insights to the product roadmap.

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

• Prioritize and resolve customer escalations effectively.

⛳️ Requirements

• Willingness to travel up to 30%.

• 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 key accounts.

• Experience working for or with the Department of the War (DoW), including navigating command structures and engaging multiple levels of stakeholders.

• Must be a U.S. citizen authorized to work in the U.S.

• Excellent 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 measurable results.

• Proficient in analyzing data, trends, and client information to identify opportunities for product/service growth.

• Passionate about learning and educational software, with relevant experience.

• Highly organized, proactive, and with exceptional attention to detail.

• A self-starter who is motivated to accomplish tasks independently.

• Proficient in navigating and utilizing Microsoft Office suite and Google tools.

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

• Preferred: Bachelor’s degree from a four-year college or university.

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

• Preferred: Background in mentoring or coaching Customer Success or Mission Success team members.

🏝️ Benefits

• Significant equity potential.

• Variable compensation structure.

• Subsidized health insurance coverage.

• 401(k) retirement plan.

• Life insurance benefits.

• Stipend for cell phone usage.