Customer Success Manager

About The Role

Second Front Systems (2F) is seeking a motivated Customer Success Manager to support our team. We are a fast-growing entrepreneurial team working at the convergence of technology and national security. The work will be dynamic and wide-ranging, supporting the deployment and scale of our Game Warden platform and future platform offerings of Second Front. You will sit in the Customer Experience Team under the Growth Organization and report to the Director of Customer Success. The Customer Success Manager will be responsible for ensuring successful outcomes of applications to the GameWarden platform and providing ongoing Support to a dedicated group of customers. They will conduct kick off meetings, QBRs, & bi weekly syncs to provide post implementation support & be the trusted advisor for 2F customers throughout their journey with us. This role requires excellent workload and account management skills, focusing time where most value can be delivered, and balancing competing requirements.

Note: This position requires U.S. citizenship due to government contract requirements.

What You'll Do

• Churn management and customer retention
• Supporting a minimum-viable implementation process
• Educating customers and improving customer experience
• Driving account expansion and increasing lifetime value
• Collecting customer feedback and closing feedback loops
• Build customer relationships and drive loyalty
• Mapping customer success journeys and removing friction
• Building and implementing the right customer success playbook
• Liaising with the Sales team to understand customer needs
• Liaising with the Operation & Product teams to understand the Game Warden value & functionality
• Facilitating Business Reviews with Project teams & Executives internally & externally

Skills You’ll Bring to Our Team

• 5+ years of industry experience in a Customer Success, Account Management, Renewals Manager, or similar type role
• Very strong customer service and excellent communications skills, both written and oral
• A history of success leading and directing customers through crisis situations while collaborating seamlessly cross functionally
• Adaptable and willing to learn new technologies
• Exceptional account management and time management skills
• Experience in Salesforce
• Experience in Gitlab (preferred)
• Knowledge of compliance regulations and records management pertaining to the ATO process (preferred)

Perks & Benefits

This role is full time. As a public benefit corporation, we’re a team of purpose-driven trailblazers transforming the future of U.S. national security. We hire the best to do their best and, as such, we are committed to providing the perks and benefits you need to be successful—both in- and outside the workplace.

We offer you:

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

Flexible paid time off + federal holidays off

Parental leave

Work from anywhere

Referral BonusVisit our careers page to learn more.

WHO WE ARE

At Second Front Systems (2F), we equip defense and national security professionals for long-term, continuous competition for access to emerging technologies. Founded by two former U.S. Marines with firsthand experience of the dangers outdated technology poses in combat, our team is dedicated to fast-tracking government access to disruptive, commercially-proven technology for U.S. national security missions. 

Our Game Warden product, a fully managed and compliant DevSecOps platform, accelerates the process for accrediting software as a service (SaaS) applications for government use.

Learn how 2F can help you make an impact on national security missions at www.secondfront.com

ONE LAST THING…

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria. We strongly encourage you to apply if you’re interested—We'd love to know how you can amplify our team with your unique experience.