Customer Success Manager - Remote

Overview

Second Front Systems (2F) is seeking an ambitious Customer Success Manager to join our mission-driven team. We are a dynamic, fast-growing entrepreneurial company at the intersection of cutting-edge technology and national security, committed to delivering transformative solutions that empower our nation’s defenders. This is an opportunity to play a pivotal role in shaping the future of a company that is redefining the way software is delivered and secured in the defense sector.

In Short

• 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.

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.
• 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 startup experience.

Benefits

• Be part of a mission-driven team at a fast-growing company.
• Opportunity to work on innovative solutions in the national security sector.
• Collaborative and dynamic work environment.
• Potential for personal and professional growth.
• Engagement with cutting-edge technology.