ResponsibilitiesPeraton Labs is seeking a Customer Success Lead to establish and lead the customer success and support organization for a generative AI-powered analytical platform. This foundational role designs the support operating model, defines SLAs, builds the knowledge base, and hires/trains the support team. The Customer Success Lead ensures that clients adopting the platform receive exceptional onboarding, ongoing support, and proactive engagement that drives adoption and satisfaction.
Key Responsibilities
- Design the support operating model: tier structure, escalation paths, SLAs, and KPIs
- Build the self-service infrastructure (knowledge base, FAQs, user guides) before users onboard
- Establish feedback loops between support, product, and engineering teams
- Hire, train, and manage the Tier 1 and Tier 2 support teams
- Own customer satisfaction metrics (NPS, CSAT) and customer health scoring
- Develop the onboarding program for new program offices
- Manage escalations and serve as the executive point of contact for critical issues
- Report on support metrics and customer health to leadership
- Define the support tooling stack (ticketing system, knowledge base platform, communication channels)
- Build relationships with key stakeholders in client organizations
Qualifications
Required Qualifications
- Minimum of 8+ years of experience with a Bachelor's degree, 6+ with a Master's degree, or 3+ years with a PhD in Business, Marketing, Communications, or related field
- 3+ years of experience in customer success, technical support management, or service delivery
- 3+ years in a leadership role managing support teams
- Experience building support organizations from the ground up (defining processes, hiring teams, selecting tools)
- Strong understanding of SaaS support models and best practices
- Experience with support metrics and KPI management
- Excellent communication and relationship management skills
- Experience with government or defense customers preferred
- US Citizenship with the ability to obtain/maintain a Secret clearance
Preferred Qualifications
- Experience supporting analytical or data platform products
- Experience with FedRAMP or government compliance requirements for support operations
- ITIL certification or equivalent service management training
- Experience with support tooling (Jira Service Management, ServiceNow, Zendesk
Target Salary Range$104,000 - $166,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.
