Senior Enterprise Mission Success Manager

Second Front Systems is looking for a technically fluent, mission-driven, high-agency Senior Enterprise Mission Success Manager to own our most complex and strategic customer relationships. Operating at the frontline of the Second Front customer journey, you will be responsible for the success of a focused portfolio of enterprise customers, guiding their experience from the moment they sign with Second Front, through kickoff, implementation, authorization, steady-state support, and renewal. These accounts involve complex architectures, multiple products or programs, demanding timelines, and senior stakeholders on both the commercial and government side. You will serve as the dedicated primary point of contact and trusted technical advisor for these customers as they deploy on Game Warden, acting as the daily connective tissue between customers, engineering, security, and product. You will go deep on the technical details, anticipate risks before they become escalations, and ensure your customers achieve authorization and secure deployment of their SaaS solutions. As a key partner to essentially every function within the Second Front ecosystem, you will be the core connective tissue between those teams and our customers, serving as not just a critical link to them, but also to the missions that our customers support. Note: Candidates must reside in one of our approved hiring hubs: • DC/Maryland/Virginia • Raleigh/Durham/Chapel Hill, NC • Denver/Colorado Springs, CO • Dallas/Fort Worth, TX What You'll Do - Own a portfolio of high-value, technically complex enterprise accounts, serving as trusted advisor to customer engineering, security, and executive leadership. - Lead customer kickoffs, onboarding, regular syncs, and executive-level Quarterly Business Reviews, including account plans and success roadmaps. - Guide customers through complex technical implementations, including containerization, Kubernetes-based deployments, CI/CD integration, and architecture decisions that affect authorization. - Navigate customers through Authority to Operate and FedRAMP processes, including higher DoD impact levels (IL4/IL5), and proactively resolve security and compliance blockers. - Own high-severity technical escalations end to end, diagnosing issues alongside support, engineering, and security teams and driving them to resolution. - Manage multi-stakeholder, multi-program relationships, aligning commercial customers, government sponsors, and program offices around shared outcomes. - Own renewal and expansion strategy for enterprise accounts, identifying growth opportunities and partnering with Sales on larger, multi-year contracts. - Translate deep technical feedback from deployed customers into specific, prioritized product roadmap recommendations. - Mentor Mission Success Managers and contribute to team playbooks, technical enablement, and best practices. What You Bring - 7+ years in customer/mission success, technical account management, solutions engineering, or technical delivery, preferably supporting PaaS or cloud infrastructure in government contracts. - Direct experience working in or supporting the Department of War (DoW) or Federal Civilian agencies. - Fluency with cloud-native technologies such as containers, Kubernetes, CI/CD pipelines, and AWS, Azure, or GCP. - Strong working knowledge of ATO, FedRAMP, DoD Cloud Computing SRG impact levels, or equivalent compliance frameworks. - Proven track record managing large, complex enterprise accounts with multiple technical and executive stakeholders. - Demonstrated ability to own and resolve difficult technical escalations under pressure. - Experience driving renewals and expansion. - U.S. citizenship is required for this role. Preferred -