Customer Success Lead

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.

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

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

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.