Mission Success Manager - (Army and SOCOM Accounts)

About Ethos

Ethos is on a mission to bridge the human readiness gap by transforming how training is developed, consumed, and aligned with strategic business outcomes. As a well-funded Series A startup ($40M+ raised), we are a trusted partner to over 150 enterprise customers across sectors including the U.S. military, life sciences, manufacturing, supply chain, and professional sports. We are expanding our platform to deliver a best-in-class learning experience—smarter, faster, and more optimized. 

About the Role 

The Mission Success Manager (Army and SOCOM) is critical to our mission of combining learning, performance and outcomes in one unified platform to optimize human readiness. You'll support all aspects of the customer lifecycle, from onboarding and implementation to business reviews for a portfolio of Army customers.

This position requires strong attention to detail and follow-through. The ideal candidate is a self-starter who has project management skills combined with customer success expertise to ensure long-term client satisfaction, is obsessed with customer readiness outcomes, and thrives in a fast-paced environment focused on measurable results.

The role is fully remote. *Preferred: Location near Army bases and current or former security clearance.* 

What You’ll Do

• 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 Army 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 Army customers. 
• Up to 25% travel  

Basic Qualifications 

• 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
• 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 
• Must be authorized to work in the U.S. as a U.S. citizen

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 (i.e. Zendesk, ClientSuccess, Asana)
• 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 Army and SOCOM operations, commands, and training requirements
• Security Clearance
• Located in the vicinity of Army bases or facilities  

Compensation & Benefits

• Competitive base salary: $85,000-$130,000 (based on location and experience) + significant equity upside.
• Subsidized health insurance, 401(k), life insurance, and cell phone stipend.
• Remote-first culture with up to 10% travel for offsites.
• Work eligibility: Applicants must be authorized to work in the U.S.

One Final Note

We’re committed to building a diverse, inclusive, and authentic workplace. If you’re excited about this role but your experience doesn’t perfectly align with every qualification, please apply—you may be just the right candidate.

EEO & accommodations: Ethos is an Equal Opportunity Employer. We welcome applicants of all backgrounds and provide reasonable accommodations throughout the hiring process.