Lead mission-critical customer outcomes, 24/7 network operations, and platform reliability for government agency clients
Manage customer success strategy aligned to company revenue goals
Build, hire, mentor, and retain a team of Customer Success Managers
Define and continuously improve the customer journey
Collaborate cross-functionally with Engineering, Product, Marketing, and Support
Report CS performance to executive leadership

15+ years of progressive experience in customer success, account management, and technical operations
Hands-on experience leading Network Operations Center (NOC) teams
Deep expertise in Site Reliability Engineering (SRE)
Managing multi-disciplinary teams including customer-facing and technical operations staff
Familiarity with FedRAMP, FISMA, and NIST frameworks
Experience working with or supporting federal, state, or local government clients
Proven experience running a 24/7 NOC with government SLA obligations

Equal-opportunity employer
Consideration without regard to criminal histories, consistent with legal requirements

Director of Customer Success

Key skills