Scaled Customer Success

Job description

ABOUT PRYZM Pryzm is transforming how organizations engage with the federal government. Today, federal procurement and business development are fragmented across disconnected workflows, siloed intelligence, and institutional knowledge trapped in spreadsheets and inboxes. Pryzm brings together market intelligence, budget data, program visibility, and human insights into a single AI-powered platform that helps teams navigate and win in the federal ecosystem. Big data meets CRM meets AI. Our mission is simple: deliver the right capabilities to the missions that matter most. THE ROLE We're looking for an early Customer Success leader to help build and scale Pryzm's post-sale organization. This is not a traditional CSM role. You won't simply manage accounts or run check-ins. You'll own the systems, processes, and customer programs that ensure customers successfully onboard, adopt, renew, and expand their use of Pryzm. You'll work directly with customers while also building the operational foundation that allows Pryzm to serve a growing customer base efficiently. That means designing onboarding experiences, creating customer education programs, establishing customer health processes, improving support operations, and identifying opportunities to strengthen retention and expansion across the portfolio. You'll partner closely with Sales, Product, Engineering, and Implementation, serving as both the voice of the customer and a builder of the systems that scale customer success. If you're energized by creating structure where none exists, using technology to solve operational problems, and helping customers realize meaningful value from software, we'd love to meet you. 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 Pryzm offers top-tier benefits for full-time employees, including: - 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.