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Customer Success Manager
Second Front Systems
Administration
Remote
Posted on Jan 17, 2025
About the Role
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.
At 2F, we thrive on innovation and purpose, combining a startup’s agility with a clear mission to support national security. You will be at the forefront of driving the customer experience behind the deployment and scaling of our revolutionary Game Warden platform—an industry-leading tool that is accelerating the secure adoption of mission-critical SaaS solutions for the U.S. government. If you’re ready to contribute to a team that values ingenuity, collaboration, and impact, we want to hear from you.
Note: This position requires U.S. citizenship due to government contract requirements.
What You’ll Do
- 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.
Skills You’ll Bring to Our Team
- 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.
Preferred Qualifications.
- Previous start up experience.
- Have a strong interest in matters of national security.
Perks & Benefits
This role is full time. As a public benefit corporation, we’re a team of purpose-driven trailblazers transforming the future of U.S. national security. We hire the best to do their best and, as such, we are committed to providing the perks and benefits you need to be successful—both in- and outside the workplace.
We offer you:
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
Please note that all official communications will come from @secondfront.com email addresses. If you are contacted by anyone claiming to represent Second Front and are unsure of their authenticity, please do not provide any personal/financial information and contact us immediately at security@secondfront.com.
If you believe you are the target of a scam in the US, please report it to the Federal Trade Commission at: https://reportfraud.ftc.gov/#/. In Europe, please contact the European Anti-Fraud Office at: https://anti-fraud.ec.europa.eu/olaf-and-you/report-fraud_en
WHO WE ARE
At Second Front Systems (2F), we equip defense and national security professionals for long-term, continuous competition for access to emerging technologies. Founded by two former U.S. Marines with firsthand experience of the dangers outdated technology poses in combat, our team is dedicated to fast-tracking government access to disruptive, commercially-proven technology for U.S. national security missions.
Our Game Warden product, a fully managed and compliant DevSecOps platform, accelerates the process for accrediting software as a service (SaaS) applications for government use.
Learn how 2F can help you make an impact on national security missions at www.secondfront.com
ONE LAST THING…
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.