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.

Position: Forward Deployed Engineer (Delta)

Location: Boston, NYC, Washington DC (On-Site)

About Pryzm

Pryzm is transforming how organizations engage with the federal government. Today, federal procurement and business development is fragmented across disconnected workflows, siloed intelligence, and institutional knowledge locked in spreadsheets and inboxes. Pryzm’s AI brings together market intelligence, budget data, program visibility, and human insights into a single 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

Forward Deployed Engineers at Pryzm are the rare engineers who are equally at home in a terminal and in a customer briefing. You will live at the boundary between our product and the hardest operational problems in the federal ecosystem: understanding user needs, implementing product, connecting integrations, and writing code to deliver on the most important outcomes for a customer - whether a government contractor or the government themselves.

FDEs are builders who also sit close to the customer, accelerating time-to-value for new deployments, and solving problems that no one has fully defined yet. We are looking for product-minded engineers who are energized by constraints, thrive under ambiguity, and find deep satisfaction in seeing their work create real-world impact, not just ship.

What You’ll Do

• Deploy and configure the Pryzm platform in customer environments, including data ingestion pipelines, integrations, and custom workflow automation

• Write production-quality code (scripts, APIs, and lightweight applications) to extend platform capabilities and solve customer-specific problems

• Integrate Pryzm with third-party data sources, government systems, and customer infrastructure

• Diagnose and resolve technical issues rapidly in the field, with limited access to core infrastructure or remote support

• Translate operational requirements from non-technical stakeholders into clean technical specifications and working software

• Build tooling, templates, and reusable components that accelerate future deployments

• Partner with the product engineering team to surface field-discovered bugs, feature gaps, and architecture feedback

• Own technical relationships with customer engineers, data teams, and IT/security leads

• Contribute to internal knowledge bases, deployment playbooks, and engineering documentation

What We’re Looking For

• 2+ years of software engineering / forward deployed engineering experience, with a strong foundation in at least one backend language (Python, Go, Java, or similar), at a top tier-startup, enterprise, or your own projects

• Hands-on experience deploying or integrating software in complex, real-world environments, not just greenfield development

• Fluency with data: SQL, ETL pipelines, REST APIs, and working with structured and unstructured data sources

• Strong debugging instincts and the ability to diagnose problems across the full stack, including infrastructure and networking layers

• A customer mindset: you understand that the best technical solution is the one that actually gets used

• Exceptional written and verbal communication: you can explain a complex system to a program manager and a junior analyst in the same conversation

• Experience working in or alongside the federal government, defense, or intelligence community is a strong plus

Qualifications

• Located in or willing to relocate to New York, Washington DC, or Boston. This is a fully on-site position.

• US Person required

• Veterans and those with military or intelligence community backgrounds strongly encouraged to apply

• Willingness for regular customer travel

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 the option to purchase additional life insurance for you and your dependents

• Relocation assistance available