Customer Success Lead

Peraton•Basking Ridge, NJ

3d•$104,000 - $166,000

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
Experience with government or defense customers preferred
US Citizenship with the ability to obtain/maintain a Secret clearance

Nice To Haves

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