Customer Success Lead

Photon•New York, NY

1d•Onsite

About The Position

Photon is seeking a Customer Success Lead to own customer relationships and provide the company with insights into what's working and what's not. This role is not a traditional support function but focuses on building trust, turning customer feedback into actionable insights, and establishing systems for customer success. The ideal candidate will be a high-ownership individual ready to define the Customer Success function from the ground up at Photon.

Requirements

5+ years in a customer-facing role (Customer Success, Account Management, or similar) in a SaaS environment with complex, multi-stakeholder customers
Exceptional communicator—clear, concise, and persuasive in both external conversations with customers and internal discussions with Product, Engineering, and leadership
Strong systems thinker—able to identify patterns across very different customers and translate those patterns into insight and action
Technically literate—comfortable working alongside product and engineering teams, understanding how systems fit together, and navigating technical conversations (without needing to be an engineer)
Comfortable operating in ambiguity and building from scratch
Adept at working with data to understand customer usage and outcomes
Strong judgment about where to go deep vs. stay lightweight

Nice To Haves

Experience at an early or growth-stage startup
Exposure to digital health or healthcare workflows
Experience building or scaling a Customer Success function

Responsibilities

Own the health and success of our digital health customer base
Build trusted relationships and ensure customers are getting real, sustained value from Photon over time
Create a clear, shared understanding of our customers across the company
Surface what’s working, what’s not, and where customers need us to improve—so Product, Engineering, and Operations can act with confidence
Establish strong, continuous feedback loops with Product
Turn customer experience into structured insight that shapes roadmap and prioritization across customers, not just one-off requests
Build systems that make customer health visible and actionable
Define how we track engagement, risk, and success, and ensure that information is consistently shared and used across the company
Drive ongoing engagement with customers post go-live
Maintain high-signal touch points, proactively surface risks, and ensure we stay ahead of issues rather than reacting to them
Identify and support opportunities for deeper usage or expansion
Recognize where customers can get more value from Photon and partner with Sales to pursue those opportunities