Second Front Systems is hiring a
Customer Success Manager

Summary

Join Second Front Systems as a Customer Success Manager to support our fast-growing team in national security. The role involves ensuring successful outcomes of applications to the GameWarden platform, providing ongoing support, and building customer relationships. This position requires U.S. citizenship due to government contract requirements.

Requirements

• 5+ years of industry experience in a Customer Success, Account Management, Renewals Manager, or similar type role
• Very strong customer service and excellent communications skills, both written and oral
• A history of success leading and directing customers through crisis situations while collaborating seamlessly cross functionally
• Adaptable and willing to learn new technologies
• Exceptional account management and time management skills
• Experience in Salesforce

Responsibilities

• Churn management and customer retention
• Supporting a minimum-viable implementation process
• Educating customers and improving customer experience
• Driving account expansion and increasing lifetime value
• Collecting customer feedback and closing feedback loops
• Building customer relationships and driving loyalty
• Mapping customer success journeys and removing friction
• Building and implementing the right customer success playbook
• Liaising with the Sales team to understand customer needs
• Liaising with the Operation & Product teams to understand the Game Warden value & functionality
• Facilitating Business Reviews with Project teams & Executives internally & externally

Preferred Qualifications

• Experience in Gitlab (preferred)
• Knowledge of compliance regulations and records management pertaining to the ATO process (preferred)

Benefits

• Competitive Salary
• 100% Healthcare, vision and dental coverage
• 401(k) + 3% company contribution
• Wellness perks (Fitness classes, mental health resources)
• Equity incentive plan
• Tech + office supplies stipend
• Annual professional development stipend
• Flexible paid time off + federal holidays off
• Parental leave
• Work from anywhere