Customer Success Manager

Employment Type: Full-Time - Remote Salary: $125,000 - $145,000 per year

Position Overview

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.

Responsibilities

• 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.

Requirements

• 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.
• Previous start-up experience.

Perks & Benefits

• 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

Company Information

Second Front Systems (2F) is a public benefit corporation and a team of purpose-driven trailblazers transforming the future of U.S. national security. We hire the best to do their best and are committed to providing the perks and benefits you need to be successful—both in- and outside the workplace.