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

#px2026

Required Qualifications

• Minimum of 8 years of experience with a Bachelors degree 6 with a Masters 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 worlds 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 cant be done by solving the most daunting challenges facing our customers. Visit to learn how were keeping people around the world safe and secure.