Customer Success Lead

About Perimeter

Perimeter is an AI-powered data platform for disaster response and management. We bridge the gap between government agencies and the communities they serve — replacing outdated text alerts with real-time evacuation maps, routes, and guidance during wildfires, floods, and other emergencies. Currently deployed across 14 states and on track to serve more than half of the US states by the end of this year, Perimeter is entering a pivotal moment of national scale.

The Role

You’ll own our relationships with every agency using Perimeter, from the kickoff call through renewal: onboarding and training their people, answering them when something breaks, and making sure the platform is actually in use when an incident starts rather than sitting idle.

You’ll also build our customer success function and lead it as the team grows, bringing important insights from our customers back to our sales, product, and engineering teams.

What You’ll Do

• Own the relationship with every Perimeter customer, from kickoff through renewal.
• Run onboarding and training: schedule and deliver initial sessions, coordinate go-live, and retrain as agency personnel rotate.
• Be the first response on inbound support. Triage what comes in, resolve what you can, and pull in engineering when the issue is real.
• Serve as point of contact for critical issues, including occasional nights and weekends when an agency is activated, working an on-call rotation shared with engineering and leadership.
• Check in with every account on a regular cadence to ensure successful product utilization.
• Own renewals, and surface expansion or referral opportunities with our customers.
• Bring the operational perspective into product: tell product and engineering what customers actually do in the field, and get release notes out.
• Build the playbooks. You’ll own our ticketing system, severity definitions, knowledge base, and onboarding process.

The Ideal Candidate

• Credibility with public safety leaders. You’ve worked in or alongside public safety, or supported it as a vendor, and you can hold your own with a Chief or an EM Director.
• Experience in customer success, account management, implementation, or technical support at a software company, or equivalent experience supporting technology inside a public safety agency.
• Comfortable being the only person on the account. You can set an effective engagement strategy and proactively escalate risks instead of waiting to be asked.
• Demonstrable knowledge of training design, delivery, or program implementation in public safety.
• Willing to work flexible hours on a rotation to support critical customer requests during large activations. Our commitment on critical issues is a 30-minute acknowledgment, 24/7.
• Hands-on experience with a ticketing system (Freshdesk, Zendesk, HubSpot Service Hub, or similar) and comfortable working out of a CRM.
• Familiarity with the National Incident Management System (NIMS) and the National Response Framework (NRF).

Why Perimeter

• Your work directly improves how communities prepare for and respond to disasters.
• A foundational role with real ownership and early-stage equity.
• A growing market: climate-driven emergencies and rising public expectations are creating demand across every market we serve.
• Full coverage of employee medical and dental premiums, a 401(k) you’re eligible for on day one, and unlimited PTO plus 11 paid holidays.
• A monthly gym membership reimbursement.

How to apply

Please apply at https://tally.so/r/vGRByg. Applications are reviewed on a rolling basis. We actively encourage candidates of all backgrounds, cultures, and experiences to apply.

Perimeter is an equal opportunity employer and considers all qualified applicants without regard to any legally protected characteristic.