Senior Mission Success Manager -- Navy Accounts

Role overview Lead customer success for a portfolio of strategic military accounts, guiding customers from onboarding and implementation through adoption, renewals, and expansion. The work combines executive relationship management, data-based success planning, and hands-on coordination to help customers improve training and readiness outcomes. You will also mentor colleagues and help refine the team’s practices.

Responsibilities - Coordinate customer discovery, implementation, training, and support, serving as the main post-sale contact. - Build relationships with senior leaders across naval commands and program offices, and advise them on adoption and readiness goals. - Develop joint success and change management plans for enterprise rollouts; lead quarterly and executive reviews using engagement and outcome data. - Track account health, identify retention risks, and lead mitigation plans; work with Sales on renewals and expansion opportunities. - Coordinate with product, engineering, support, sales, and content teams on deployments, escalations, customer feedback, and training strategy. - Mentor customer success colleagues and contribute scalable playbooks and processes.

Requirements - At least 5 years in customer success, account management, or solutions engineering in a SaaS environment. - Experience owning enterprise implementations, renewals, and expansions across strategic accounts. - Experience working with the Department of War and navigating its command structure and varied stakeholders. - Strong communication and technical skills, including presenting to senior government stakeholders. - Ability to analyze customer and usage data to identify adoption issues, retention risks, and growth opportunities. - U.S. citizenship and authorization to work in the United States; willingness to travel up to 30%.

Nice to have - Four-year degree, an active or prior security clearance, or experience with DevSecOps and secure or classified deployments. - Experience coaching customer success teams and an interest in learning or education software. - Proximity to a major naval installation.

Benefits and work setup - Fully remote role with a stated salary range of $125,000–$150,000, variable compensation, and equity. - Health insurance subsidy, retirement plan, life insurance, and cell phone stipend.