[Remote] VP of Customer Support and Implementations

Note: The job is a remote job and is open to candidates in USA. 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 role involves leading a multi-functional team and defining the customer support strategy and technical implementations to ensure seamless platform access for government customers.

Responsibilities

• Lead and develop a multi-functional team spanning Customer Support Engineers, Customer Operations Engineers, Implementation Engineers, and their managers. You manage managers — and you hold them accountable to outcomes, not just activity
• Establish clear ownership, escalation paths, and performance expectations across both the support and implementations functions
• Drive a culture of technical excellence, mission focus, accountability, and continuous improvement across the organization
• Own headcount planning, hiring, onboarding, and talent development for the combined function in partnership with the CTO and People team
• Define and own the customer support strategy, operating model, SLAs, and service tiers for a customer base operating across government, IC, and DoD environments
• Build and maintain support infrastructure — tooling, workflows, escalation frameworks, and on-call rotation — that can operate effectively across classification levels and ATO-bounded environments
• Define, track, and report on KPIs including SLA performance, MTTR, resolution rates, backlog health, and CSAT. Use data to drive decisions, not just describe them
• Own incident response coordination and ensure the team is always ready to respond to mission-critical issues with urgency and technical depth
• Partner closely with Mission Success, Engineering and Product to close the loop on customer-reported issues — driving root cause resolution, not just ticket closure
• Own the end-to-end technical implementation function: strategy, resourcing, execution, and quality assurance for all new customer onboarding and platform deployments
• Ensure implementation projects are delivered on time, within scope, and to the technical and compliance standards required by government customers (FedRAMP High, DoD IL4/IL5/IL6)
• Build repeatable, scalable implementation methodologies and playbooks that reduce time-to-deployment without sacrificing quality
• Coordinate resource allocation across concurrent implementation projects, balancing capacity across support and delivery commitments
• Serve as the senior voice of the customer at the leadership level. Synthesize field intelligence, support trends, and implementation blockers into strategic recommendations for the CTO, Product, and GTM teams
• Partner with Sales and Mission Success to define post-sale handoff expectations, success criteria, and customer health metrics
• Represent the customer support and implementations function in executive planning, roadmap prioritization, and resource allocation conversations

Skills

• 12+ years of experience in technical customer support, customer success, or professional services, with 7+ years in people leadership — including experience managing managers and senior ICs
• Proven track record of building and scaling post-sale organizations (support + implementations or equivalent) in a high-growth SaaS or PaaS environment
• Technically credible: you can engage in substantive conversations with engineers about Kubernetes cluster behavior, deployment pipelines, and platform architecture — and you can triage complex issues alongside your team when it matters
• Familiarity with government cloud environments: AWS GovCloud, Azure Government, or GCP — and an understanding of the operational constraints unique to government customers (change control, ATO processes, classification levels)
• Demonstrated ability to define and operate against rigorous SLAs in environments where uptime and reliability are mission-critical, not just commercial expectations
• Executive presence and communication skills: you can brief the CTO, a DoD program office, or a board on the state of the customer organization with equal fluency
• Data-driven operating style: you set targets, build dashboards, and make resource and process decisions grounded in evidence
• Proven ability to build cohesive, high-performing organizations through periods of growth and ambiguity — including inheriting existing teams and elevating them
• Direct experience supporting DoD, IC, or federal civilian customers in a SaaS/PaaS context, ideally at classified or high-baseline authorization levels
• Exposure to FedRAMP High, DoD IL5/IL6, or DISA-authorized environments — and the operational constraints that come with them
• Background in DevSecOps, platform engineering, site reliability, or managing teams with that technical profile
• Active security clearance or prior cleared work experience
• Experience with tooling including Jira, GitLab, PagerDuty, and GitOps-based incident workflows
• Prior experience integrating historically separate support and implementations functions into a unified post-sale organization

Benefits

• 100% Healthcare, vision and dental coverage
• 401(k) + 3% company contribution
• Additional benefit perks (One Medical membership, mental health resources and family planning assistance)
• Equity incentive plan
• Tech + office supplies stipend
• Annual professional development stipend
• Flexible paid time off + federal holidays off
• Parental leave
• Work virtually, near one of our hub locations
• Referral Bonus

Company Overview