Customer Success Lead

• →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

• 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

 

• 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

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

$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.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.