Technical Customer Success Manager
Defense Unicorns
Role Description:
We are seeking a mission-driven Technical Customer Success Manager to join our Team and work directly with our Commercial CS Leader. This role blends strategic account management with deep technical advisory support to ensure customers achieve maximum value from our platform.
Responsibilities:
As the main point of contact for key accounts, you will build strong relationships with leadership and technical teams to ensure they are getting the most from the platform. You will act as a strategic advisor together with our engineers, helping customers navigate their platform and requirements while solving any roadblocks they encounter. By deeply understanding their goals, you will ensure long-term success, driving high adoption rates and identifying opportunities to grow the partnership.
Mission & Account Ownership:
- Serve as the primary post-sales success lead for assigned commercial accounts
- Build trusted relationships with program leadership, DevSecOps teams, and security stakeholders
- Develop and execute mission-aligned success plans for our customers
- Lead Quarterly/Executive Reviews focused on operational readiness and mission outcomes
- Proactively identify adoption gaps, compliance risks, and expansion opportunities
Technical Advisory & Enablement:
- Assist customers on Kubernetes-based platform architecture questions
- Understand what secure implementations in IL2/IL4/IL5/IL6 and air-gapped environments
- Advise on DevSecOps pipelines, GitOps workflows, and secure software delivery
- Troubleshoot complex deployment challenges in partnership with Engineering
- Articulate customer requirements related to compliance (e.g., RMF, STIGs, cATO, Zero Trust)
Growth & Expansion:
- Identify mission renewals & expansion opportunities across our customer base
- Drive deeper platform adoption across development teams
Success Metrics:
- Platform adoption across mission programs
- Renewal and expansion within assigned accounts
- Time-to-operational capability
- Customer health and satisfaction
- Successful secure deployments in classified environments
The listed responsibilities are not exhaustive and additional responsibilities may be assigned or discovered based on the evolving needs of the organization. The successful candidate is a dynamic individual who is able to adapt and take on new responsibilities as they arise. You will be expected not just to fill gaps as they arise, but proactively identify and take ownership of gaps to drive toward new processes and solutions.
Preferred Experience and Qualifications:
- Excellent verbal and written communication skills; the ability to effectively interact with Heroes, stakeholders, and team members at all levels of the organization and across all Departments
- Excellent interpersonal skills, with the ability to effectively adapt communication behaviors and tactics to improve working relationships and optimize mission outcomes
- Exceptional problem-solving and decision-making abilities, with a strategic mindset
- Experience transitioning mission value delivery from services to productized approaches
- Experience and comfort facilitating cross-department problem solving exercises that drive business insights and turn inputs into decisions
- Experience supporting business initiatives across functional areas to inform business strategy and evolution
- Experience with day to day systems like: Hubspot, Github, Unthread (support ticketing) & Notion
- Experience operating in air-gapped or classified environments
- Experience working with platform engineering teams
- Background in cloud-native technologies (AWS, Azure, on-prem Kubernetes)
- Familiarity with open-source ecosystems
Full compensation packages are based on candidate experience. Compensation ranges are established using national benchmarking data and apply across all geographic locations within the United States.
Who We Are
Defense Unicorns delivers mission value by streamlining software delivery so our customers can focus on the most important challenges. We share a vision of freedom and security for the advancement of progress and innovation. Our commitment to this vision, and to our mission-driven customers, means a commitment to speed, user experience and optionality, without compromising security. Our team is composed of innovators, software engineers, and veterans with decades of experience delivering technology programs across the federal market.
What We Do
We create and deliver secure solutions for continuous software integration and delivery. Defense Unicorns consolidates the best practices for security pipelines, testing, and deployment automation in order to meet the high security requirements valued by mission owners. Our solutions are agnostic by design and we believe that growing a robust ecosystem of secure, cloud-native software solutions can help enterprise customers inside and outside the federal market buy and integrate software more easily.
Who We Serve
Defense Unicorns’ customers are mission-focused leaders across public and private enterprises. We proudly support defense and civil agencies across the U.S. government and we work closely with the creators of leading-edge software solutions to deliver value to the mission-owner by improving the security and consumability of commercial software products.
What We Work On
- Kubernetes
- Cloud Environments (AWS/GCP and Azure)
- Infrastructure-as-code (like Terraform/Pulumi)
- Continuous Delivery and automation tooling
- GitOps
- Containers
- CNCF projects and open source products and packages
- Helm/Kustomize-Value Stream Mapping
- Building and improving security delivery
- Building Kubernetes and cloud native applications
Benefits Our Unicorns Enjoy
Health:
- Medical/Dental/Vision
- Premiums are 100% Company Paid
- Health Reimbursement Account
- Life Insurance
- Disability Insurance
Financial:
- 401k Retirement Plan
- Company Stock Options
- Home Office Budget
Leave:
- Unlimited paid time off, with a mandatory 10 days off on top of 11 federal government holidays, week of Thanksgiving, last two weeks of December (including New Year’s Day)
- Paid Parental Leave
Learning:
- Reimbursement for approved trainings/subscriptions
- Conferences (travel, lodging, and fees)
Don’t have all the preferred experience or qualifications? Studies show that underrepresented groups like women and people of color are less likely to apply to jobs if they don't meet every requirement listed.
At Defense Unicorns, we're committed to diversity. If you're enthusiastic about the role but don't match every criteria, we encourage you to apply. You could be the perfect fit for this or another role! Defense Unicorns is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.