Position Summary
As the Mission Director for the Cyber Operations 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 Cyber Operations 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 Cyber programs and collaborate with the Cyber Account Executive.
5. Collaborative Product Development
- Relay customer feedback to the Product team to prioritize relevant features or fixes.
- Advocate for Cyber 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.
- 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 Cyber domain.
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 DoWe 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 ServeDefense 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
- Medical/Dental/Vision
- Premiums are 100% Company Paid
- Health Savings Account
- Life Insurance
- Disability Insurance
- 401k Retirement Plan
- Company Stock Options
- Home Office Budget
- 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
- 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.
CCPA DISCLOSURE
Similar Jobs
What you need to know about the NYC Tech Scene
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
