The Role
The Customer Success Lead will manage customer relationships, drive engagement, provide insights to internal teams, and build systems for tracking customer health and success.
Summary Generated by Built In
Location: Brooklyn, NY
Reports to: Chief Operating Officer
Company Mission
Photon gives patients ownership of prescriptions. Our platform enables clinicians to send prescriptions to patients via text, which saves them time by allowing their patients to shop between pharmacies. The vision is to help consumers save money by increasing transparency.
We’re looking for someone to own our customer relationships and give the company a clear view into what’s working, what’s not, and where we should go next.
This is not a traditional Customer Success role. You’re not here to run support queues or manage tickets. You’re here to build trust with customers and turn what you learn into action across the company. You’ll work across our base of digital health customers, becoming the single, consistent owner of those relationships once a deal is closed.
At the same time, you’ll build the systems that help Photon stay aligned on our customers—ensuring insights are shared, patterns are clear, and nothing important gets lost.
This is a high-ownership role for someone who wants to define what Customer Success looks like at Photon from 0→1.
- Own the health and success of our digital health customer base Build trusted relationships and ensure customers are getting real, sustained value from Photon over time
- Create a clear, shared understanding of our customers across the company Surface what’s working, what’s not, and where customers need us to improve—so Product, Engineering, and Operations can act with confidence
- Establish strong, continuous feedback loops with Product Turn customer experience into structured insight that shapes roadmap and prioritization across customers, not just one-off requests
- Build systems that make customer health visible and actionable Define how we track engagement, risk, and success, and ensure that information is consistently shared and used across the company
- Drive ongoing engagement with customers post go-live Maintain high-signal touch points, proactively surface risks, and ensure we stay ahead of issues rather than reacting to them
- Identify and support opportunities for deeper usage or expansion Recognize where customers can get more value from Photon and partner with Sales to pursue those opportunities
Required Qualifications
- 5+ years in a customer-facing role (Customer Success, Account Management, or similar) in a SaaS environment with complex, multi-stakeholder customers
- Exceptional communicator—clear, concise, and persuasive in both external conversations with customers and internal discussions with Product, Engineering, and leadership
- Strong systems thinker—able to identify patterns across very different customers and translate those patterns into insight and action
- Technically literate—comfortable working alongside product and engineering teams, understanding how systems fit together, and navigating technical conversations (without needing to be an engineer)
- Comfortable operating in ambiguity and building from scratch
- Adept at working with data to understand customer usage and outcomes
- Strong judgment about where to go deep vs. stay lightweight
Preferred Qualifications
- Experience at an early or growth-stage startup
- Exposure to digital health or healthcare workflows
- Experience building or scaling a Customer Success function
Why Join Us
Photon is reimagining how prescriptions move through the healthcare system—making it simpler, faster, and more transparent for patients, providers, and pharmacies alike. You’ll:
- Own and shape how Photon builds and learns from our customers
- Work on a problem almost everyone you know has experienced, and help fix a system that’s broken in ways most people just accept
- Be pushed—these are hard problems, and we expect a lot—but the growth and impact that come with it are real
- Join a team that gives a shit—about the work, about each other, and about doing things the right way. High trust, high standards, and we actually like spending time together
Our Values
🍕🐀 Be a Pizza Rat – We’re ambitious subway dwellers. It’s our slice and we’re not letting go.
🍚 🍣 Make Rice – We don’t prepare fish until we’ve mastered rice. Quality is in details.
🛰️ 🌎 Put it in Orbit – We know success happens well after lift-off. The rocket isn’t our mission.
🔍 🏴☠️ Seek Buried Treasure – We’re digging in unexpected places. Our adventure has meaning.
🍄 🌒 Grow in Darkness – We’re thriving amidst forest decay. Our day in the sun will come.
The estimated base salary for this role is $150,000 – $180,000 USD annually. Actual compensation will depend on skills, qualifications, and experience, and includes equity and benefits. At our stage, we place significant value on equity as part of total compensation.
Skills Required
- 5+ years in a customer-facing role (Customer Success, Account Management, or similar)
- Exceptional communicator
- Technically literate
- Adept at working with data to understand customer usage and outcomes
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The Company
What We Do
We're building a modern prescription network that empowers people to shop with their prescriptions in hand.
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