Customer Success Manager

Summary

Join Second Front Systems (2F) as a Customer Success Manager and play a pivotal role in shaping the future of a company redefining software delivery and security in the defense sector. You will be responsible for managing customer relationships, ensuring successful deployment of the Game Warden platform, and driving customer success. This role requires strong communication, technical expertise, and experience in government environments. The position offers a competitive salary, comprehensive benefits, and the opportunity to contribute to national security. This is a full-time position requiring US citizenship due to government contract requirements. We offer a supportive and innovative work environment.

Requirements

• Have 5+ years of experience in customer success, technical delivery, or a related role, preferably in the PaaS or cloud infrastructure space
• Possess a strong understanding of government end-user environments and the ATO compliance process
• Have proven experience managing customer relationships and delivering enterprise solutions in high-stakes environments
• Demonstrate exceptional communication skills with the ability to explain complex technical concepts to both technical and non-technical stakeholders
• Possess a proactive, self-starter mindset with strong organizational and problem-solving skills
• Have experience working with tools like GitLab for ticketing and collaboration, as well as Salesforce for CRM management
• Be a US Citizen (due to government contract requirements)

Responsibilities

• Serve as the primary point of contact for customers, fostering strong relationships with government end users and commercial clients
• Conduct regular Quarterly Business Reviews (QBRs) to communicate progress, gather feedback, and ensure alignment with customer goals
• Be responsible for renewals, upsells, and cross sells
• Partner closely with engineering and product teams to ensure timely and successful delivery of technical solutions
• Translate customer needs into actionable requirements, ensuring seamless integration and deployment of our PaaS solutions
• Guide customers through the Authority to Operate (ATO) compliance process, ensuring they meet necessary security and regulatory standards
• Stay up-to-date on compliance trends, government requirements, and cloud security best practices to support customer success
• Serve as a trusted technical advisor, helping customers optimize their use of our platform
• Advocate for customers by sharing feedback and insights to inform product development and enhancements
• Monitor customer success metrics, including adoption rates, satisfaction scores, and retention, to identify opportunities for improvement
• Develop and execute strategies to improve customer outcomes and increase platform utilization

Preferred Qualifications

• Have previous start-up experience
• Have a strong interest in matters of national security

Benefits

• Competitive Salary ($125,000 - $145,000 a year)
• 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
• Referral Bonus