Customer Success Lead

Peraton • Annapolis Junction, MD

2d

About The Position

Peraton 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.

Requirements

• 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
• US Citizenship with the ability to obtain/maintain a Secret clearance

Nice To Haves

• Experience with government or defense customers
• 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)

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

Benefits

• Overtime
• Shift differential
• Discretionary bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Senior