From SaaS to FedRAMP 20x: Meet Jeff Bivens, VP of Customer Success

Описание: Behind the Shield- Episode 5

Meet our new VP of Customer Success, Jeff Bivens. Jeff shares his path from late-90s client-server to SaaS, through a Dell acquisition and multiple ATOs, to why he joined InfusionPoints now. We dig into how strong program management turns compliance into momentum, how FedRAMP 20x can lower barriers without lowering security, and why “customer success” in public sector means repeatable outcomes, faster audits, and durable trust. We also touch on AI’s role in detection and operations, evergreen company values, and what changes when a services firm becomes a true cloud service provider.

What you’ll learn:

How SaaS delivery, faster releases, and customer feedback loops shaped Jeff’s approach

Lessons from taking platforms through Low and Moderate ATOs with speed and cost control

Why FedRAMP 20x matters for automation, machine-readable controls, and audit reuse

The program management skills that keep complex portfolios on track

How Customer Success aligns security outcomes, business value, and long-term relationships

Highlights

From support queues to SaaS startup life in Austin

Dell and the pivot to cloud offerings

Two ATOs in two years and what changed

Using compliance to improve engineering hygiene and costs

Evergreen culture, coaching, and building teams that last

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