Customer Delivery & Support Lead

Prudentia Sciences; Boston (MA); On-site; PHP 8,777,000 - 11,912,000; Full time

Job summary

Prudentia Sciences seeks a Customer Delivery & Support Lead to own implementation and ongoing support for biopharma customers. You will translate client workflows into live deployments through configuration, workshops, and collaboration with engineering.

You will act as an embedded technical resolve across the portfolio, manage issues end-to-end, and help build a scalable knowledge base. This role offers meaningful impact and growth in a fast-moving life sciences tech company.

Qualifications

• 5+ years in technical implementation or solutions consulting within enterprise SaaS or data platforms.
• Strong troubleshooting instincts and clear communication with customers and engineers.
• Ability to translate ambiguous workflows into technical builds with documentation.
• Comfortable in a fast-paced, high-growth environment.

Responsibilities

• Translate client workflows into implementation plans and deployment go-lives.
• Lead customer workshops to map workflows and accelerate value delivery.
• Develop reusable configuration patterns and deployment playbooks.
• Own scope trade-offs to keep deployments on critical path.
• Triage and resolve platform issues with cross-functional teams.

Skills

Implementation

Solutions consulting

Technical support

Enterprise SaaS

Troubleshooting

Tools

HubSpot

Zendesk

Job description

About Prudentia Sciences

Prudentia Sciences is the scientific intelligence layer powering life sciences dealmaking. We bring together expert-developed scientific diligence frameworks, AI reasoning trained on drug development, and a unified evidence base to accelerate investment in breakthrough therapies. As a trusted third party operating between buyer and seller, we help build conviction through every stage of the deal, faster. We replace fragmented workflows with a single system that surfaces what matters earlier.

Backed by GV (Google Ventures), McKesson, Iaso Ventures, Virtue, and SignalFire — and built by people who have sat on every side of the table in life sciences dealmaking — we're on a mission to bring expert scientific judgment to every deal decision, at AI scale.

The Opportunity

We're looking for a Customer Delivery & Support Lead to own implementation and support for Prudentia's biopharma customers. You'll turn how a client's team actually works into a live deployment: you're mapping workflows, configuring the platform, collaborating with engineering on custom development and integrations, and making sure every account has fast and reliable product support.

What You'll Own

Implementation & Deployment

• Translate ambiguous client workflows into clear implementation plans and configuration blueprints, then execute against them for deployment go-lives

• Support customer workshops and configuration sessions with client teams to map workflows and accelerate time-to-value

• Build reusable configuration patterns and implementation playbooks that speed up delivery across the customer portfolio

• Own real-time trade-offs on scope and sequencing to keep each deployment's critical path unblocked

Technical Support & Resolution

• Serve as the embedded technical resolution point across the portfolio: own issues end-to-end as part of one coordinated team with the Customer Success Lead, Scientific team, and Engineering team

• Triage, diagnose, and resolve platform issues through systematic troubleshooting, documenting problems clearly as they come in

• Own ticket resolution end-to-end, maintaining response and resolution times and escalating as needed

• Build and maintain a customer-facing Knowledge Base that makes self-services the fastest path to resolution

Continuous Improvement

• Turn recurring technical issues and workflow gaps into structured feedback for Product and Engineering

• Maintain deep platform expertise, including emerging AI and agentic workflow capabilities, to enable clients’ sophisticated use cases

• Track implementation and support metrics (time-to-deploy, resolution time, recurring issue rate) to continuously sharpen delivery quality

Who You Are

Essential Qualifications

• 5+ years in technical implementation, solutions consulting, technical support, or platform configuration within enterprise SaaS or data platforms

• Strong troubleshooting instincts: able to diagnose issues systematically and communicate clearly with both customers and engineers

• Ability to translate ambiguous business workflows into a technical build with clear documentation, protecting delivery timelines when scope or priorities shift

• Comfortable operating in a fast-paced, high-growth environment where priorities evolve quickly

Bonus Points

• Experience in pharmaceutical, biopharma, biotech, or another regulated enterprise environment

• Familiarity with AI/ML platforms, workflow automation, or agentic tooling

• Experience building internal documentation, playbooks, or knowledge bases

• Proficiency with customer support or success platforms (HubSpot, Zendesk, or similar)

What We Offer

• Impact: Your work directly enables breakthrough therapies to reach patients faster

• Ownership: Build and lead the platform as a foundational engineering leader

• Growth: Shape our product experience during a critical scaling phase

• Compensation: Competitive salary and equity

• Team: Collaborative, mission-driven colleagues passionate about transforming biopharma

Location

We are strongly prioritizing candidates who can be flexibly hybrid twice per week (Tues/Thurs) from our Boston, NYC, or San Francisco office. If we find truly exceptional talent, we may consider fully remote in Eastern Time Zone in the United States.