Mission Success Manager
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Job Description
Mission Success Manager guiding commercial and government customers through secure SaaS deployment on Game Warden. Coordinating implementation, FedRAMP authorization, escalations, renewals, and product feedback.
Responsibilities:
- Build deep relationships with customer technical and executive teams
- Lead customer kickoffs, onboarding, regular syncs, and Quarterly Business Reviews
- Own high-severity technical escalations and coordinate cross-functional resolution with support and engineering teams
- Navigate customers through technical implementation and the Authority to Operate / FedRAMP compliance processes
- Own renewal and upsell opportunities to secure contract expansion and revenue retention
- Synchronize feedback from deployed customers into product roadmap recommendations
- Serve as the primary point of contact for a portfolio of commercial customers deploying on Game Warden
- Coordinate between customers, engineering, security, and product to ensure authorization and secure deployment of SaaS solutions
Requirements:
- 5+ years in customer/mission success, technical delivery, or related role, preferably supporting PaaS or cloud infrastructure in government contracts
- Direct experience working in or supporting Department of War (DoW) missions or Federal Civilian agencies
- Ability to manage complex customer relationships, sometimes through ambiguity
- Working knowledge of NIST RMF, FedRAMP, or equivalent compliance frameworks
- Demonstrated understanding of IaaS, PaaS, and/or SaaS
- Excellent communication skills and the ability to shift fluidly between technical and non-technical audiences
- Direct experience managing customer relationships in an IaaS, PaaS, or SaaS environment
- Experience in fast-paced startup environments
- Operational fluency with Salesforce for CRM pipeline management and Jira for ticketing and cross-functional collaboration
- Candidates must reside in one of the approved hiring hubs: DC/Maryland/Virginia; Raleigh/Durham/Chapel Hill, NC; Denver/Colorado Springs, CO; Dallas/Fort Worth, TX
- U.S. citizenship
- Currently obtaining a security clearance
Benefits:
- Potential eligibility for equity awards
- Discretionary bonuses
- 100% employer-paid medical, dental, and vision coverage for you and your dependents
- 401(k) with a 3% company contribution
- Comprehensive wellness benefits, including a One Medical membership, mental health resources, family planning support, and more
- Equity incentive plan
- New hire technology and home office stipend
- Annual professional development stipend
- Flexible paid time off, plus all federal holidays
- Generous parental leave
- Flexible remote work opportunities
- Employee referral bonus program
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