This position offers a base salary of $145,000 - $185,000. (Total on-target earnings of $290,000 to $370,000)Position SummaryAs the Mission Director for the Navy Domain within the Federal Business Unit at Defense Unicorns, you will focus on ensuring customer retention, satisfaction, long-term success, and account expansion. This role emphasizes relationship management, hero happiness, and accelerating time-to-value for mission partners. By proactively addressing customer needs, driving product adoption, and serving as a trusted advisor, you will maintain high retention rates, build advocacy among our heroes, and iteratively grow the Navy domain over time.
Key Responsibilities1. Customer Retention & Satisfaction- Build and maintain relationships with mission heroes to ensure satisfaction and alignment with their mission outcomes.
- Maintain a minimum revenue retention rate by addressing customer needs, resolving issues promptly, and ensuring high engagement.
2. Time-to-Value & Adoption- Ensure a positive onboarding experience and expedited time-to-value for new customers.
- Promote adoption of Defense Unicorns' products and solutions to meet and exceed mission objectives.
- Facilitate a retrospective once time-to-value is achieved to capture lessons learned and continuously improve the process.
3. Hero (Customer) Advocacy & Health- Serve as a trusted advisor, advocating for solutions that meet both immediate and long-term goals.
- Maintain a high hero health score by regularly engaging with partners and reinforcing product value.
- Provide regular updates to heroes on feedback progress and new features or benefits delivered through our products.
4. Account Expansion- Identify expansion opportunities within current hero accounts and maximize contract value; modify existing contracts to capture new scope when necessary.
- Scope contracts to provide the greatest flexibility and allow for expansion, prioritizing licenses whenever possible.
- Identify cross-selling opportunities into adjacent Navy programs and collaborate with the Navy Account Executive.
5. Collaborative Product Development- Relay customer feedback to the Product team to prioritize relevant features or fixes.
- Advocate for Navy-specific enhancements to improve customer experience and retention.
6. Metrics & Reporting- Track and report KPIs, including retention rates, hero health scores, time-to-value, and adoption success.
Expectations- Conduct quarterly business reviews (QBRs) to highlight progress and align on future goals.
- Champion customer needs across internal teams to ensure mission success and continued satisfaction.
- Facilitate and share the results of retrospectives once time-to-value is achieved.
- Balance time-to-value and gross profit margins during the initial contract period, leaning toward time-to-value to ensure stickiness and contract renewal. After initial value is realized, maintain gross profit margins across the Navy domain.
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 EnjoyHealth:- Medical/Dental/Vision
- Premiums are 100% Company Paid
- Health Savings Account
- Life Insurance
- Disability Insurance
Financial:- 401k Retirement Plan
- Company Stock Options
- Home Office Budget
Leave:- We offer all full-time Unicorns Flexible Time Off (FTO) plus all Federal Holidays, one week for Thanksgiving, and two weeks for Christmas and New Year's
- 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!
