Scaled Customer Success

What You'll Do

Customer Success & Retention

• Monitor customer health across the customer base and identify leading indicators of risk and expansion
• Build proactive processes for churn prevention, adoption, and renewal readiness
• Partner with Sales to surface and develop expansion opportunities
• Serve as a strategic advisor to customers, ensuring they achieve measurable outcomes with Pryzm

Support Operations

• Own and improve customer support workflows, ticketing processes, and escalation paths
• Ensure customer issues are triaged, tracked, and resolved effectively
• Build reporting and dashboards to measure support performance and customer health
• Coordinate closely with Product and Engineering to resolve customer challenges

Onboarding & Enablement

• Design and run scalable onboarding programs for new customers
• Create playbooks, documentation, training materials, webinars, and customer education resources
• Continuously improve the Pryzm User Guide and customer-facing content library
• Measure onboarding effectiveness and reduce time-to-value for new users

Systems & Process Building

• Design repeatable customer success processes that scale as the business grows
• Leverage AI, automation, and software systems to improve efficiency and customer outcomes
• Identify operational gaps and build solutions proactively
• Establish best practices for how Pryzm engages customers after the sale

What We're Looking For

• 2–6 years of experience in Customer Success, Account Management, Solutions Consulting, Operations, or another customer-facing SaaS role
• Strong communication skills, both written and verbal
• Demonstrated ability to manage customer relationships while also improving processes and systems behind the scenes
• Excellent organizational skills and a track record of owning complex initiatives from start to finish
• Strong commercial instincts with an understanding of customer health, retention, and expansion
• Comfort working in ambiguity and building without a playbook
• A bias toward action and a willingness to take ownership of problems; high-urgency a must
• Tech-native and systems-oriented; naturally looks for opportunities to automate and scale
• Experience with GovCon, federal procurement, defense technology, or related markets is a plus, but not required

Qualifications

• Located in or willing to relocate to Boston, New York City, or Washington DC
• This is a fully on-site position
• US Person required
• Veterans and candidates with military, intelligence community, or federal market experience are strongly encouraged to apply
• Willingness to periodically travel to customer sites as needed

Benefits

• Competitive salary and meaningful equity
• Platinum healthcare: comprehensive medical, dental, and vision coverage fully covered for employees and dependents
• Basic Life/AD&D and long-term disability insurance fully covered, with optional supplemental coverage available
• Relocation assistance available