Customer Success Transformations Lead
•Cresta· 11h
🎧 Support⏰ Full-time🎯 Lead / Principal🇺🇸 USA
11h ago
Promise·3 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.
Promise is looking for an Engineering Lead to guide the technical vision and team behind our Payment Plans platform—the engine of our business and a lifeline for families nationwide. Payment Plans empower residents with flexible, interest-free installment options, helping them avoid penalties while enabling utilities and governments to recover revenue more effectively. It’s a product that creates a true win-win—and you’ll be at the helm.
You’ll lead a high-performing engineering team, scaling the platform to meet the growing demand from cities, states, and utilities across the country. This is a role for someone who thrives at the intersection of technology, leadership, and mission impact—setting direction, building systems that last, and ensuring our work reflects Promise’s dignity-first values.
Lead by doing: Roll your sleeves up and build alongside the team, know the ins and outs of the product.
Own the roadmap: Partner with Product and Design to prioritize the right features—balancing usability, scalability, and measurable real-world impact.
Build for scale & trust: Ensure the platform is secure, composable, and capable of supporting governments and utilities nationwide.
Elevate the resident experience: Deliver features that make it easier for families to stay on track—like flexible installments, smart reminders, and personalized plans.
Stay hands-on: Dive into technical details when needed, from debugging production issues to optimizing system performance.
Automate what matters: Leverage AI and automation to eliminate inefficiencies, reduce operational overhead, and free teams to focus on what counts.
Collaborate cross-functionally: Partner with Customer Success and Operations to ensure seamless deployments and reliable performance in the field.
Raise the bar: Define and enforce standards for engineering quality, system reliability, and collaborative excellence.
Technical leadership: 6+ years building and scaling production software, including at least 2 years leading teams or projects.
Roadmap ownership: A track record of setting technical direction, aligning stakeholders, and delivering against ambitious goals.
Systems expertise: Strong background in backend systems, system design, and secure architecture.
Integration mindset: Experience working with legacy or third-party systems (government, fintech, or regulated industries a plus).
Problem-solving skills: Ability to turn complex challenges into simple, scalable solutions.
Adaptability: Comfort operating in a fast-paced, feedback-driven environment where priorities can shift quickly.
Mission-driven energy: Belief in Promise’s vision that better systems create more equitable outcomes.
Bonus points: Experience in payments, civic tech, or public infrastructure.
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
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 working from home
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.