About the Role
Second Front Systems (2F) is seeking a senior, mission-driven VP of Customer Support & Implementations to own and scale the post-sale customer experience for one of the most technically demanding platforms in the national security technology space. This VP will own two unified functions: Customer Support and Technical Implementations. You will lead a team of managers and senior engineers, build the organizational operating model, and act as the senior executive voice of the customer to the CTO and broader leadership team.
What You’ll Own
- Organizational Leadership: Lead a multi-functional team spanning Customer Support Engineers, Customer Operations Engineers, and Implementation Engineers. Establish clear ownership, escalation paths, and performance expectations. Drive a culture of technical excellence and manage headcount planning, hiring, and talent development.
- Customer Support Strategy & Operations: Define and own the support strategy, SLAs, and service tiers for government and DoD environments. Build support infrastructure including tooling, workflows, and on-call rotations. Track KPIs such as MTTR, resolution rates, and CSAT to drive data-informed decisions.
- Technical Implementations: Own the end-to-end implementation function, including strategy, resourcing, and execution for new customer onboarding. Ensure deployments meet rigorous technical and compliance standards (FedRAMP High, DoD IL4/IL5/IL6) and build scalable implementation playbooks.
- Executive Partnership: Serve as the senior voice of the customer at the leadership level. Synthesize field intelligence and support trends into strategic recommendations for Product, Engineering, and GTM teams.
Skills You’ll Bring
- 12+ years of experience in technical customer support, customer success, or professional services, with 7+ years in people leadership.
- Proven track record of building and scaling post-sale organizations in a high-growth SaaS or PaaS environment.
- Technical credibility to engage in discussions regarding Kubernetes cluster behavior, deployment pipelines, and platform architecture.
- Familiarity with government cloud environments (AWS GovCloud, Azure Government, or GCP) and operational constraints like ATO processes.
- Demonstrated ability to define and operate against rigorous SLAs in mission-critical environments.
- Executive presence with the ability to communicate fluently with technical leadership and government program offices.