Director, Commercial Mission Success

. Lead, hire, coach, and develop a team of Mission Success Managers .

Posted 10/15/2026full-timeRemote • United StatesLead💰 $170,000 - $195,000 per yearWebsite

Tools & technologies

Cloud

Key responsibilities & impact

Lead, hire, coach, and develop a team of Mission Success Managers
Set clear expectations, portfolio assignments, and career growth paths
Own Commercial Mission Success strategy and operating model, including customer segmentation, coverage models, and team capacity planning
Define and own customer health and retention metrics, including gross and net revenue retention, time-to-ATO, customer health scores, and CSAT/NPS
Report customer metrics to executive leadership
Build repeatable, scalable playbooks for kickoff, onboarding, implementation, ATO/FedRAMP navigation, QBRs, and renewals
Serve as a critical sponsor for customers and build trusted relationships with customer leadership
Act as the senior escalation point for high-severity customer issues
Drive cross-functional resolution with Support, Engineering, and Security leadership
Partner with Sales and Finance to own the renewal forecast and drive expansion and upsell strategy
Drive tooling and process maturity across Salesforce, Jira, and customer health systems
Ensure customers achieve authorization and secure deployment of their SaaS solutions
Represent the voice of the customer and the missions they support in company building and growth

What you’ll need

10+ years of leadership experience, building and managing teams, preferably in customer/mission success, or technical delivery supporting PaaS or cloud infrastructure in government contracts
Direct experience working in or supporting the Department of War (DoW) or Federal Civilian agencies
Proven track record owning retention and expansion outcomes, including renewal forecasting and revenue targets
Working knowledge of Authority to Operate (ATO), FedRAMP, or equivalent compliance frameworks
Strong understanding of IaaS, PaaS, and/or SaaS delivery models
Executive presence and the ability to manage complex relationships across technical, non-technical, and senior government stakeholders
Experience designing and scaling customer success processes, metrics, and playbooks
Preferred: Experience leading customer success teams in an IaaS, PaaS, or SaaS environment
Preferred: Experience scaling a team or function in a fast-paced, high-growth startup environment
Preferred: Experience with customer success platforms alongside Salesforce and Jira
Active security clearance or eligibility to obtain one
Candidates must reside in one of the approved hiring hubs: DC/Maryland/Virginia; Raleigh/Durham/Chapel Hill, NC; Denver/Colorado Springs, CO; or Dallas/Fort Worth, TX
U.S. citizenship required by the application form

Comp & perks

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