Firestorm

Director of Customer Engagement

San Diego, USA · Director

No sponsorship$20k-$30kDetected 44 days ago

CybersecurityProject ManagementAccount ManagementBusiness DevelopmentCustomer SuccessCadenceResearchLeadershipCommunicationCollaboration

About the role

This is a founder-adjacent leadership role: you will set the customer-experience standard for a defense-tech company at Series B level, in front of operators who decide vendor credibility in the first 72 hours of fielding.
Direct interface with the customer at Severity-1 (Sev-1) events; arbiter on customer-impact decisions affecting contract terms or reference ability.
Experience leading customer-facing teams; hired or grown at least one prior customer success / account team.

You will build and lead the Mission Success Manager (MSM) team.
You will also own the 30/60/90 customer cadence across the account portfolio; and translate field-derived signal into closed-loop customer responses within the published Service Level Agreement (SLA).
Your Key Responsibilities Lead the MSM team as it stands up, ensuring a growth path to additional MSMs as portfolio scales.
Own the 30/60/90-day customer cadence across the account portfolio; ensure single-throat-per-account discipline.
Partner with Program Managers and the Business
Additional work-life services, such as free legal and financial support, are available to you as well.

Willingness and ability to travel 20-30%, primarily CONUS to customer sites and field events.

Active Secret clearance at hire (Firestorm will sponsor)
Top Secret eligibility preferred.
Experience with defense-tech contract types (Other Transaction Authority (OTA), Foreign Military Sales (FMS), Foreign Comparative Testing (FCT), Cooperative Research and Development Agreement (CRADA)).
Familiarity with operational unit types served (U.S. Special Operations Command (USSOCOM), U.S. Indo-Pacific Command (USINDOPACOM), U.S. Forces Korea (USFK)).
account scorecards, customer satisfaction (CSAT) measurement, renewal posture, expansion conversation framework.
Represent Mission Success in the monthly Warranty & Field Quality Review (W&FQR) and in cross-functional forums affecting customer experience.
Direct interface with the customer at Severity-1 (Sev-1) events
arbiter on customer-impact decisions affecting contract terms or reference ability.

$165,000 - $195,000 base, commensurate with experience Equity: Meaningful equity grant in a growth-stage defense technology company The posted salary range reflects an estimate based on a variety of compensation factors, including but not limited to relevant experience, education, certifications, specialized skills, geographic location, and business needs.
Actual compensation may vary, and this range is subject to change as our compensation structure or market conditions evolve.
We offer a competitive salary, comprehensive benefits, and opportunities for career growth.
In addition to an opportunity to take part in an innovative, collaborative and fast-growing business with a highly motivated and skilled team, we also take pride in taking care of our employees.
Additional work-life services, such as free legal and financial support, are available to you as well.
We actively encourage members of recognized minorities, women, Veterans, and those with disabilities to apply, and we work to create a welcoming and supportive environment for all applicants throughout the interview process.

We offer a competitive salary, comprehensive benefits, and opportunities for career growth.
In addition to an opportunity to take part in an innovative, collaborative and fast-growing business with a highly motivated and skilled team, we also take pride in taking care of our employees.
Plus, the option to purchase additional life insurance for you and your family.
Mental Health Resources: We provide free mental health resources 24/7 including therapy and more.
Benefits & Perks Our culture fosters collaboration, respect, and trust, empowering passionate people to do their best work.

Success function is Warfighter First, Led by Warfighters - the team that fields the system is the team that fielded systems like it.
Firestorm is looking to hire the Director of Customer Engagement who will lead the customer-facing arm of the Mission Success function.
Our culture fosters collaboration, respect, and trust, empowering passionate people to do their best work.

Statement Firestorm is an equal opportunity employer, committed to creating a diverse and inclusive workplace, and upholding equitable hiring practices.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic under federal, state, or local law, including those with a criminal history, in a manner consistent with the requirements of applicable state and local laws, including the CA Fair Chance Initiative for Hiring Ordinance.
We actively encourage members of recognized minorities, women, Veterans, and those with disabilities to apply, and we work to create a welcoming and supportive environment for all applicants throughout the interview process.
Firestorm is committed to fostering an inclusive and accessible work environment.

Citizenship required due to ITAR regulations & the ability to obtain and maintain a Department of Defense (DoD) security clearance 10+ years customer success, account management, or post-sales leadership in defense-tech,

This listing is sourced directly from Firestorm's careers page and normalized into a canonical job model.