Mission Success Manager - Navy Accounts

About Ethos
Ethos is an AI-enabled human readiness platform that identifies and addresses knowledge gaps before they become operational failures. We can quantify skills and competencies critical to an organization, assess the proficiency of a team, and modernize training programs to enable active interventions for individual students, trainers or courses. As a well-funded Series A startup ($40M+ raised), we are trusted by over 150 enterprise customers across sectors including the defense, life sciences, manufacturing, supply chain, and professional sports.

About the role

The Mission Success Manager is critical to our mission of combining learning, performance, and outcomes in one unified platform to optimize human readiness. You'll own the full customer lifecycle for a portfolio that includes one of Ethos's largest and most strategic customers, from onboarding and implementation through executive business reviews, renewals, and expansion. You'll build trusted relationships with leaders across fleet commands, TYCOMs, and program offices, and serve as the voice of your customers inside Ethos.

The ideal candidate is self-driven, curious, and determined, and can manage several customers at different stages of their rollouts with ease. You're passionate about discovering a use case's ROI and sharing those stories across teams to scale its impact. You'll also raise the bar for the team by mentoring Mission Success Managers and shaping the playbooks we use to deliver readiness outcomes.

The role is fully remote.

Preferred: Location near major Naval installations and an active or former security clearance.

Job responsibilities:

• Serve as the primary point of contact for customer-facing activities, ensuring customers achieve measurable readiness outcomes through effective use-case discovery, implementation, training, and support.
• Coordinate with internal teams (technical, content, product, sales) to ensure project requirements are met on time and within scope.
• Act as a trusted advisor to DON customers, delivering best practices, guidance, and strategic recommendations that align with their readiness goals.
• Deliver data-driven quarterly business reviews demonstrating how our platform optimizes human performance and directly contributes to customer outcomes.
• Analyze customer engagement and platform usage regularly to identify readiness gaps and deliver solutions based on internal and industry best practices.
• Proactively engage customers to ensure they maximize their readiness potential through effective use of our platform.
• Advocate for customers by leading internal teams and projects to address readiness challenges and specific customer needs.
• Monitor customer health, identify risk factors impacting readiness outcomes, develop success plans, and deliver actionable recommendations.
• Identify opportunities for expanding platform adoption based on customer readiness gaps, usage patterns, and success plan objectives.
• Develop and execute strategies to ensure timely renewals by clearly demonstrating the platform's impact on performance outcomes.
• Prioritize and drive timely resolution of customer inquiries with the understanding that every interaction affects mission-critical readiness.
• Gather regular customer feedback to continuously improve our platform's ability to enhance human capability. Propose new ideas to improve the customer experience and readiness outcomes for our DON customers.

Qualifications

Basic Qualifications:

• Up to 30% travel
• 2-4 years of experience in Customer Success, partnership management, and/or project management
• 2-4 years of experience working with internal or external customers on SaaS product implementation via customer success, support, and/or consulting
• Must be authorized to work in the U.S. as a U.S. citizen
• Experience navigating relationships with complex organizations with multiple levels of stakeholders and complex business processes
• Strong interpersonal skills with the ability to build relationships and deal effectively with challenges as they come up
• Experience with and/or proven passion for learning and educational software
• Incredibly organized, proactive, and impeccable attention to detail
• Experience analyzing data, trends, and client information to identify product or service growth opportunities
• Strong navigation and operation of Microsoft Office suite/Google tools

Preferred Qualifications:

• BS/BA degree from a 4-year college or university
• Strong verbal and written communication skills and technical aptitude
• Fast learner who can understand and articulate technology at any level
• Demonstrated technical support and problem-solving abilities
• Proficient in Google and Microsoft suite of products
• An agile learner with new technologies (g., in-house AI tools)
• Excellent interpersonal skills with the ability to build authentic business relationships and deal effectively with relational challenges as they come up
• Experience managing organizational change during system implementations and platform migrations
• Familiar with Naval operations, commands, and training requirements
• Active or former security clearance
• Located in the vicinity of major Naval installations or facilities