Lead and scale the Mission Success Manager team, own 30/60/90 customer cadences and SLA-driven closed-loop responses, partner with product and program teams for VOC triage and roadmap visibility, manage CSAT, renewals, and expansion motions, represent mission success in cross-functional reviews and Sev-1 events, and set customer-experience standards for defense-tech fielding and sustainment.
Firestorm is looking to hire the Director of Customer Engagement who will lead the customer-facing arm of the Mission Success function. 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). 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.
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.
- Translate Voice of Customer (VOC) signal into closed-loop customer responses within the 14-day SLA, even when the response is "not in scope for this fiscal year."
- Partner with the Product Engineer counterparts: (xCell General Manager), Tempest (Head of Product), and Squall (Project Manager) on monthly VOC triage and quarterly roadmap visibility cadence.
- Partner with Program Managers and the Business Development account owners in a three-cornered customer-account relationship: contract execution (PM), customer experience (MSM), commercial relationship (BD).
- Build the customer-success operational rhythm: 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.
- Perform other duties as required
Required qualifications
- Bachelor’s degree in Engineering, Business Administration, Marketing, Communications or equivalent field. In lieu of degree 15 years of progressive relevant experience
- U.S. 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, dual-use hardware, government services, and/or related sector with U.S. military or government customers.
- Experience leading customer-facing teams; hired or grown at least one prior customer success / account team.
- Experience converting customer accounts from CapEx wins to recurring revenue or follow-on contract awards.
- Experience building customer-facing operating discipline (30/60/90 cadences, CSAT measurement, renewal motions).
- Excellent written and verbal communication; comfort at the executive-customer interface (O-5 / GS-14 and above).
Preferred qualifications
- Prior U.S. military service or 5+ years working with U.S. defense customers at the operator level.
- 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)).
About Firestorm
Firestorm is a California-headquartered defense-tech company building expeditionary advanced manufacturing systems (xCell), Group 1-3 modular Uncrewed Aircraft Systems (Tempest), and Group 1 quadcopter Uncrewed Aircraft Systems (Squall, produced via the xCell manufacturing platform). We are 150 employees, Series B, and growing the Mission Success function from the ground up to deliver white-glove fielding, sustainment, and customer success for the operators who decide vendor credibility in the first 72 hours of operational use. Our Mission Success function is Warfighter First, Led by Warfighters — the team that fields the system is the team that fielded systems like it.
Work Environment
- Position is based onsite at our San Diego, CA headquarters
- We welcome candidates who are local or open to relocating; relocation assistance is available and may be included in the offer package where appropriate.
- Willingness and ability to travel 20-30%, primarily CONUS to customer sites and field events.
Compensation
- Base salary: $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.
Benefits & Perks
Our culture fosters collaboration, respect, and trust, empowering passionate people to do their best work. 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. Here are just a few ways that we show our appreciation:
- We offer comprehensive medical, dental, and visions plans
- 401(k) Retirement Savings Plan to invest in your long-term retirement goals
- Equity grants for new hires
- Unlimited PTO
- Extremely generous company holiday calendar, including holiday hiatuses in July & December.
- Generous Parental Leave
- Lifestyle Spending Account
- FSA
- DCFSA
- HSA
- Hospital Indemnity insurance
- Critical Illness insurance
- Accident insurance
- Basic Life/AD&D, short-term and long-term disability insurance, 100% covered by Firestorm. 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. Additional work-life services, such as free legal and financial support, are available to you as well.
Export Control Compliance
To conform to U.S. government export control regulations, including the International Traffic in Arms Regulations (ITAR) and Export Administration Regulations (EAR), you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or otherwise eligible to obtain the required authorizations from the U.S. Department of State or U.S. Department of Commerce.
Equal Opportunity 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. If you require accommodations or assistance during the application process, please don’t hesitate to reach out to us at [email protected] so we can provide the support you need.
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