# Scaled Customer Success

**Company:** [Pryzm](https://hotfix.jobs/companies/pryzm)
**Location:** Boston, MA, Washington, DC, New York, NY
**Role:** Customer Success
**Experience:** 2+ years
**Skills:** Customer Success, Account Management, Solutions Consulting, Saas Operations, Customer Onboarding, Customer Retention, Process Automation, Support Workflows, Customer Health Dashboards, AI Tools
**Posted:** 2026-06-23

> Early Customer Success leader building and scaling post-sale operations, onboarding, support systems, and retention processes for a federal-focused SaaS platform.

## Job Description

## 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

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**Apply:** https://hotfix.jobs/jobs/715371b3-35f2-412e-80d6-bf57aebd3f18
**Canonical:** https://hotfix.jobs/jobs/715371b3-35f2-412e-80d6-bf57aebd3f18