Customer Success Transformations Lead
•Cresta· 11h
🎧 Support⏰ Full-time🎯 Lead / Principal🇺🇸 USA
11h ago
Promise·2 months ago
Company Overview
Promise modernizes how government agencies and utilities support people in financial difficulty. We build technology that makes it simple for residents to receive benefits, engage with assistance programs, set up flexible payment plans, and stay on track—while helping agencies increase efficiency, recover revenue, and deliver services with dignity. Our mission is to transform public systems so they work better for everyone, especially the most vulnerable.
Our team includes experts from companies like Palantir, Google, Stripe , and esteemed government leaders. We work hard and believe deeply in what we do. We're looking for excellent people to build innovative, resilient technology.
Backed by over $50 million in funding from top investors – such as Reid Hoffman, Howard Schultz, Michael Seibel, Y Combinator, 8VC, The General Partnership, First Round Capital, Kapor Capital, XYZ Ventures, and Bronze Investments – Promise has been recognized as one of Fast Company's "World's Most Innovative Companies of 2022,” “Forbes Next Billion-Dollar Startups 2024,” and Y Combinator’s #1 GovTech startup.
As a Deployment Strategist at Promise, you’ll be on the front lines of impact—owning outcomes, not tasks. You’ll work hand-in-hand with government and utility partners to deeply understand their operations, pain points, and goals—then translate those insights into real, scalable solutions that drive measurable results.
This is not a passive customer success role. You’ll build, problem-solve, and strategize to ensure every deployment delivers lasting value—to our customers, their constituents, and Promise’s bottom line. You’ll push projects from launch to long-term growth, always focused on outcomes that matter: adoption, efficiency, revenue impact, and customer success.
If you love digging into complexity, building systems that work in the real world, and turning customer needs into scalable impact—this is your arena.
Build real solutions: Partner with Forward Deployed Engineers to design and deliver systems that integrate seamlessly into customer workflows and drive measurable impact.
Own outcomes: Take full accountability for the success of each customer—from implementation to renewal, expansion, and long-term value creation.
Understand problems deeply: Get into the weeds of customer operations, data, and challenges until you can articulate their business better than they can.
Drive value and growth: Translate understanding into action plans that boost adoption, revenue, and efficiency—ensuring Promise becomes an indispensable partner.
Turn insight into innovation: Surface what’s working (and what’s not) from the field to influence product direction and future investments.
Operate with intensity: Anticipate problems before they arise, tackle ambiguity head-on, and maintain relentless focus on execution and results.
Communicate with conviction: Build trusted relationships across all levels—from line staff to senior executives—by delivering highly effective, innovative solutions.
Experience: 5+ years in roles driving real outcomes—consulting, strategy, implementation, or customer success—ideally in SaaS, fintech, or govtech.
Builder’s mindset: You thrive in ambiguity, move fast, and care about building systems that actually work in the real world.
Customer obsession: You go beyond surface needs to understand the “why” behind every request and solve for long-term success.
Analytical horsepower: You’re fluent in data, financial models, and metrics that define success—and you use them to guide decision-making.
Eye for growth: You recognize opportunities for upsell, renewal, and expansion while strengthening customer trust and alignment.
Cross-functional collaboration: You know how to turn insights from the field into product innovation by working shoulder-to-shoulder with engineers, PMs, and designers.
Flexibility & grit: You’re energized by being close to the customer, field work, and the challenges of solving gnarly problems at scale.
You are energized by big, complex challenges and the opportunity to solve them.
You want your work to have a real, measurable impact on people’s lives.
You take ownership and run toward problems, not away from them.
You value clear, candid, and constructive communication.
You prefer hierarchy and rigid structures. We operate with freedom and responsibility.
You are uncomfortable with change. We move fast, adapt often, and expect agility.
You want a typical corporate culture. We are mission-driven, ambitious, and direct.
You believe efficiency means “doing less.” We believe efficiency means doing better.
100% paid health coverage
Generous PTO and sick leave
Lunch, snacks, and coffee provided in office
Company retreats
Opportunities to travel and see the impact of your work
Hybrid work: we deeply value in-person collaboration and are in-office at least 3 days a week, but are flexible on what people need
Promise is an equal opportunity employer and does not discriminate against any applicant or employee because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or military or veteran status. Additionally, the Company complies with applicable state and local laws governing non-discrimination in employment in every jurisdiction in which it operates. Promise is committed to promoting diversity and inclusion in the workplace. We also provide reasonable accommodations to qualified individuals with disabilities, pregnant individuals, and those with sincerely held religious beliefs, in accordance with applicable laws.
Promise engages in US government contracts and restricts hiring to US persons, which includes US citizens and permanent residents (e.g., Green Card holders). Additionally, candidates must reside in the US.
