4454 Director of Client Success

Overview

We are seeking a mission-driven, results-oriented Director of Client Success to lead the execution of high-priority initiatives for an Army client. In this role, you'll help launch, operate, and oversee a function that can rapidly identify needs, scout technologies, integrate solutions, and scale what works. This means building structure, workflows, and processes that overcome legacy constraints to ensure speed, precision, and measurable impact.

You will be responsible for leading multiple teams across multiple locations, leading client engagements, and navigating complex stakeholder relationships. Success in this role means navigating ambiguity, moving with urgency, and producing results that have a tangible mission impact.

You will be accountable for achieving and exceeding client outcomes, driving measurable mission impact, and growing your account. You'll build trusted relationships with senior leaders, anticipate emerging needs, and help clients think differently to challenge the status quo.

This role requires exceptional program leadership skills, advanced knowledge of DoD acquisition, PPBE, contracting, and the ability to translate complex operational requirements into actionable strategies and repeatable processes.

Clearance: Top Secret clearance or higher is strongly preferred. Eligibility for a clearance is required.
Key Responsibilities
Client & Mission Success

• Serve as a trusted partner to Army and DoD stakeholders operating within operational and acquisition ecosystems.
• Support operational commands in identifying capability gaps and translating needs into actionable, rapid solutions.
• Provide creative, novel perspectives on policy, acquisitions, finance, culture, and processes to drive innovation and agility.
• Oversee agile operational structures that enable rapid delivery and experimentation.
• Facilitate collaboration across multiple organizations.
• Continuously collect feedback and refine delivery approaches to improve outcomes and user experience.
• Engage regularly with senior military leaders to become a trusted advisor by developing a deep understanding of their mission objectives, organizational structure, policies, and challenges.
• Build and maintain strong relationships with senior client leadership.
• Partner closely with the Army Senior Director to:
  • Drive client retention.
  • Identify new and upsell opportunities.
  • Scope new client engagements.
• Proactively gather client feedback, address concerns, and continuously improve the client experience.
• Collect and analyze qualitative and quantitative data to help clients solve complex problems while measuring outcomes and return on investment (ROI).

Program Leadership & Delivery

• Lead the launch and sustained operation of a high-tempo capability that rapidly connects identified needs to fielded solutions.
• Manage day-to-day delivery for assigned workstreams, ensuring high-quality deliverables and measurable client outcomes.
• Translate strategic objectives into actionable plans, workflows, and performance metrics that drive measurable mission value.
• Apply Agile and Scrum methodologies to execute projects that demonstrate progress in weeks-not months.
• Bring innovative perspectives to government policy, acquisition, finance, culture, and operational processes.
• Serve as a trusted advisor to senior defense leaders by providing clear, data-driven recommendations.
• Facilitate alignment across diverse stakeholder groups to synchronize priorities, timelines, and objectives.
• Partner closely with technical contributors and systems developers to align requirements, timelines, and dependencies.
• Lead, mentor, and advise senior program managers in integrating innovative, agile, and emerging technologies into client missions.
• Coordinate with Dcode leadership and field experts to bring the right expertise into projects at the right time.
• Support rapid prototyping and experimentation efforts focused on software-enabled capabilities.

Business Growth

• Develop and execute account growth strategies that expand Dcode's presence across the Army.
• Identify, qualify, and help capture new business opportunities.
• Partner with Business Development and Capture teams to develop:
  • Account plans
  • Competitive positioning
  • Win strategies
  • Proposal support for strategic opportunities
• Leverage executive relationships to identify emerging mission needs and expand Dcode's Army portfolio.

Technical Performance & Continuous Improvement

• Establish mission-relevant performance metrics and tracking mechanisms to measure progress and impact.
• Drive continuous improvement through lessons learned and process refinement.
• Monitor risks, rapidly resolve issues, and adapt to changing operational requirements.
• Manage resources to ensure profitability targets are achieved.
• Partner with systems developers and technical teams supporting capability development efforts.
• Lead planning and oversight of technical development and integration activities, including:
  • Testing
  • Deployment
  • Sustainment planning
• Maintain awareness of emerging technologies and software development best practices.
• Help ensure interoperability, security, and compliance with DoD regulations throughout delivery.
• Lead documentation efforts, including:
  • Requirements
  • Design artifacts
  • User guidance
  • Lessons learned

Operational & Contract Management

• Manage contract requirements to ensure compliant, effective delivery.
• Identify risks early and work with leadership to quickly mitigate issues.
• Capture lessons learned and recommend improvements to processes, tools, and workflows.
• Support efforts to remove policy, acquisition, and operational barriers to innovation.
• Implement scalable solutions that improve delivery efficiency.
• Monitor:
  • Contract spending
  • Deliverables
  • Burn rates
• Manage staffing and resourcing to ensure client outcomes are achieved.

Required Skills & Experience

• 10+ years of relevant experience leading government-facing contracts involving acquisition, technology integration, or operational support.
• DAWIA Program Management Level II (Practitioner) Certification preferred.
• Proven experience managing government contracts (DoD preferred), including strong knowledge of:
  • Other Transaction Authorities (OTAs)
  • Commercial Solutions Openings (CSOs)
  • IDIQ contracts
• Strong familiarity with technology scouting, evaluation, and integration into complex operational environments.
• Exceptional communication and stakeholder management skills, including experience briefing senior executives and producing decision-ready materials.
• Strong problem-solving skills with the ability to thrive in fast-paced, evolving environments.
• Experience applying Agile project management methodologies.
• Ability to analyze qualitative and quantitative data to develop strategic recommendations.
• Strong leadership experience managing and developing high-performing teams.
• Demonstrated experience moving capabilities from concept through operational deployment.
• Executive presence with outstanding written and verbal communication skills.