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
Qualifications
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 Overview
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.
Target Salary Range
$104000 - $166000. 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 individuals 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
EEO: Equal opportunity employer including disability and protected veterans or other characteristics protected by law.
ResponsibilitiesPeraton 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 ...
Responsibilities
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
Qualifications
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 Overview
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.
Target Salary Range
$104000 - $166000. 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 individuals 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
EEO: Equal opportunity employer including disability and protected veterans or other characteristics protected by law.
Peraton provides innovative solutions for the most sensitive and critical programs in government today, developed and executed by scientists, engineers, and other experts.
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