Customer Success Lead; TX DIR

Required Qualifications:

• 8 years with BS/BA or 12 years with a HS Diploma/equivalent
• 6+ years of customer success or client management experience in government IT environments.
• Demonstrated experience managing multiple government agency relationships simultaneously.
• Texas state agency familiarity.
• Experience designing and managing customer experience programs.
• Experience facilitating solution workshops and solutioning support.
• Strong written and verbal communication skills.
• ITIL service management awareness.
• Experience building and maintaining senior-level customer relationships.
• Ability to work effectively across technical, operational, business, and government stakeholder groups.
• Strong facilitation, presentation, stakeholder management, and problem-solving skills.
• Ability to translate customer feedback into actionable service and technology improvements.
• Experience supporting complex IT transformation, migration, or modernization initiatives is highly desirable.
• Must be a US Citizen.

Peraton is hiring for a Customer Success Leadto support the Texas Department of Information Resources (DIR). The Customer Success Leadwill support customer experience, agency engagement, customer advocacy, solutioning, and service evolution activities across the Texas Private Cloud program.

This role will partner closely with the Account Director and contribute to ITIL 4 Value Chain Engage activities, agency-level customer experience plans, customer outreach, migration workshops, solution workshops, customer listening programs, and the incorporation of customer feedback into the technology roadmap and service evolution.

Must reside in or be willing to relocate to the Austin, TX metropolitan area or San Angelo, TX, as applicable.

Key Responsibilities:

The Customer Success Lead will:

• The Customer Success Lead will be responsible for supporting a structured customer experience program across DIR customer agencies.
• Co‑own theITIL 4 Value Chain Engage activity with the Account Director.
• Develop, execute, and continuously manage agency‑level Customer Experience (CX) plans.