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 the primary point of contact for customers, fostering strong relationships and ensuring successful deployment and scaling of the Game Warden platform. Responsibilities include conducting QBRs, managing renewals and upsells, partnering with engineering and product teams, translating customer needs into actionable requirements, guiding customers through ATO compliance, and advocating for customer feedback. This position requires 5+ years of experience in customer success or a related role, strong understanding of government end-user environments and ATO compliance, and exceptional communication skills. U.S. citizenship is required due to government contract requirements. The role offers competitive salary, comprehensive benefits, and opportunities for professional development.

Requirements

• 5+ years of experience in customer success, technical delivery, or a related role, preferably in the PaaS or cloud infrastructure space
• Strong understanding of government end-user environments and the ATO compliance process
• Proven experience managing customer relationships and delivering enterprise solutions in high-stakes environments
• Exceptional communication skills with the ability to explain complex technical concepts to both technical and non-technical stakeholders
• Proactive, self-starter mindset with strong organizational and problem-solving skills
• Experience working with tools like GitLab for ticketing and collaboration, as well as Salesforce for CRM management

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
• 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

• Familiarity with government and Department of Defense (DoD) environments is highly desirable
• Ability to navigate and collaborate within a fast-paced, scaling startup environment
• Previous start up experience

Benefits

• 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