About the company
This position is listed on behalf of a partner company, which manages all applications and next steps. The partner is looking for a Director, Commercial Mission Success based in the United States.
Responsibilities
- Lead, recruit, coach, and develop a team of Mission Success Managers
- Define and execute the Commercial Mission Success strategy and operating model, including customer segmentation and capacity planning
- Establish and report customer success metrics: gross/net revenue retention, time to ATO, customer health scores, CSAT, NPS
- Develop scalable customer success playbooks covering kickoff, onboarding, implementation, security authorization, FedRAMP navigation, QBRs, and renewals
- Build trusted relationships with customer executives and senior stakeholders
- Own the end-to-end customer experience across the commercial portfolio
- Serve as senior escalation point for complex customer issues
- Partner with Sales and Finance on renewal forecasts, expansion opportunities, and upsell strategies
- Improve use of Salesforce, Jira, and customer health management platforms
- Collaborate with cross-functional leadership to influence product improvements
Requirements
- At least 10 years of leadership experience in customer success, mission success, or technical delivery supporting government contracts, cloud infrastructure, or platform technology
- Direct experience with Department of War (DoW) or federal civilian agencies
- Track record of owning customer retention and expansion outcomes
- Working knowledge of ATO, FedRAMP, or equivalent security and compliance frameworks
- Understanding of IaaS, PaaS, and/or SaaS delivery models
- Experience designing and scaling customer success processes and metrics
- Strong executive presence and stakeholder management skills
- Excellent strategic planning, analytical, and organizational skills
Conditions