Head of Customer Success

At Foundation Stack AI, we build decisive advantage. Our capabilities change how the U.S. Military and Intelligence Community operate. Today, we lead the world in machine-generated Vertical Obstruction (VO) data. Tomorrow, we’re building the first global, AI-powered, human-machine teaming system for understanding the man-made world – faster, more precisely, and at scale.Our tech thrives at the forward edge of mission. We’re here to reinvent what’s possible.This is where you come in.The Role: Head of Customer SuccessFoundation Stack AI is seeking a strategic, mission-focused Head of Customer Success to build and lead the function responsible for ensuring customer adoption, operationalization, and expansion of GlobalVO, our operationally-proven commercial AI capability supporting U.S. Government and Allied Partner aviation mission planning and operations.This leader will own the post-award customer experience across the full lifecycle, from onboarding and training through sustained operational use, mission support, retention, and growth. The role is responsible for designing and greenfielding the operating model, systems, processes, and team required to deliver a high-quality, scalable customer experience as the business grows rapidly.The ideal candidate brings deep experience serving customers in the U.S. Defense and Intelligence Communities, with a strong understanding of how mission-enabling technologies drive operational outcomes. Acting as a trusted advisor to customers, this person will ensure users derive maximum value from Foundation Stack AI ’s platform and services, remain informed on product advancements, and successfully embed GlobalVO into critical workflows and user communities.This is both a strategic and hands-on leadership role. The Head of Customer Success will partner closely with program management, technology, security / compliance, and executive leadership to ensure customer needs are understood, issues are resolved quickly, and customer engagement, responsiveness, help desk support, adoption, and retention are scalable and effective.This role is ideal for a leader who can build a high-performing customer success organization in a fast-growing SaaS environment while supporting mission-critical users in some of the most demanding operational contexts.What You’ll DoBuild, lead, and scale Foundation Stack AI's Customer Success function to support rapid growth across the U.S. Government and Allied Partner accounts, defining the strategy, operating model, account coverage approach, and engagement cadence across the full customer lifecycle.Establish and operationalize scalable processes for onboarding, training, customer engagement, account health monitoring, escalation management, IT support coordination, mission support, and renewal readiness.Define and uphold standards for customer responsiveness and service quality, including service expectations, escalation pathways, resolution ownership, and follow-through discipline.Own the post-award customer experience for strategic accounts and major programs, ensuring customers are successfully onboarded, supported, and positioned to achieve mission outcomes.Build and maintain trusted, long-term relationships with Defense and Intelligence customers, with a primary focus on U.S. Government accounts and users.Develop and execute account engagement strategies that deepen awareness, drive adoption, increase stakeholder alignment, and expand long-term reliance across user communities and allied partner organizations.Lead regular customer engagement forums, including operational check-ins, stakeholder sessions, business reviews, training touchpoints, and mission or outcome reviews, as appropriate.Ensure successful onboarding and training of new customers and users, equipping them to effectively adopt and operationalize Foundation Stack AI’s platform and data in mission planning environments.Provide hands-on guidance and mission-oriented support to help customers maximize value from Foundation Stack AI’s capabilities and integrate them into critical workflows.Bring mission-domain expertise to customer interactions, serving as a trusted advisor who can connect platform capabilities to operational requirements and user needs.Create repeatable mechanisms for capturing, analyzing, and acting on customer feedback to continuously improve the customer experience, product adoption, and support model.Identify adoption, satisfaction, and retention risks early, and drive cross-functional action to mitigate issues before they impact mission execution or customer value realization.Partner closely with the Foundation Stack AI Program Management Office (PMO) to ensure disciplined execution against customer commitments, contract deliverables, schedules, and milestones.Collaborate cross-functionally with Technology, Security, Compliance and Executive Leadership to communicate customer feedback, surface emerging requirements, resolve recurring issues, and remove adoption barriers.Serve as the internal advocate for customer needs and priorities, ensuring alignment across teams and helping translate customer challenges into actionable solutions.Deliver a high-quality customer experience by ensuring services are executed effectively, issues are addressed with urgency, and solutions are aligned to customer goals and operational demands.Maintain proactive, consistent communication with customers throughout the contract lifecycle, providing clear updates, reinforcing value, and escalating issues as needed.Identify and help drive expansion opportunities within existing accounts while partnering strategically with Account Executives on renewals, growth planning, and long-term account development.Recruit, develop, and lead a high-performing Customer Success team by defining roles, responsibilities, performance expectations, and account assignments aligned to business priorities.Build a team culture grounded in responsiveness, accountability, integrity, operational excellence, and mission focus.Develop dashboards, reporting, and executive-level visibility into customer health, support performance, onboarding progress, adoption trends, stakeholder engagement, retention indicators, and operational readiness.Establish and manage KPIs for the Customer Success function, including onboarding cycle time, response time, issue resolution time, adoption rates, stakeholder coverage, customer health, retention risk, and service quality.Support executive planning related to customer adoption and growth, recruiting, and operational readiness by providing clear, data-informed updates on customer sentiment, adoption trends, retention risk, support demands, and strategic priorities.Who You AreProven success in senior leadership roles building and scaling customer-facing teams in SaaS, mission software, technology, data, analytics, or geospatial solutions environments.Demonstrated experience supporting U.S. Government customers, preferably within the Department of Defense, U.S. Special Operations Command, and/or the Intelligence Community.Strong executive presence and the ability to build credibility with senior government, military, and enterprise stakeholders.Proven ability to lead cross-functionally across engineering, product, delivery, training, security/compliance, and executive leadership.Strong understanding of and alignment to government program execution and contracting fundamentals, including scope, schedule, cost, quality, performance measurement, risk management, and corrective action planning.Working knowledge of security and compliance requirements in national security environments.Deep understanding of customer success strategy, account management, service operations, and scalable customer engagement models.Strong operational leadership skills, with the ability to manage competing priorities and lead effectively in fast-paced, mission-critical environments.Demonstrated ability to lead high-performing technical, operational, and customer-facing teams.Strong background in aviation mission planning environments, systems, and workflows.Excellent problem-solving, communication, and stakeholder management skills.Ability to capture and translate “Voice of the Customer” into actionable business, product, and operational priorities.Proficiency with Google Workspace, including Docs, Sheets, and Slides.Willingness to travel as required.Required Education, Certifications/ Licenses, Related ExperienceMust be a U.S. CitizenU.S. Government Clearance, Top Secret / SCIBachelor's Degree in Information Technology, Financial Management, or Business Administration/Management is required. A Master's Degree is preferred.15+ years of experience in customer success, account management, program delivery, mission success, or related customer-facing leadership roles.Prior supervisory experienceEven Better If You HaveSOF Aviation Background. You’ve lived the mission and understand the tempo – what’s at stake, what’s required, and what “ready” really means.Aviation Mission Planning Experience. You’ve supported or conducted mission planning for rotary-wing, tilt-rotor, fixed-wing, or UAS operations, and understand the demands of flying in complex environments.What You’re Signing Up ForThis isn’t easy. It’s not supposed to be. But it is meaningful. You’ll be joining a team that questions everything, obsesses over the details, and shows up every day to build something that matters.If that excites you, then don’t wait. Ready to Join?