Customer Success Lead — TX Government IT & CX

Peraton; Houston (TX); On-site; USD 86,000 - 138,000; Full time

Job summary

Peraton is hiring for a Customer Success Lead to support the Texas Department of Information Resources (DIR). The role requires cross-agency collaboration, CX program design, and migration/workshop facilitation to evolve services and technology roadmaps. Must reside in, or relocate to, Austin or San Angelo, TX.

The role emphasizes strong stakeholder management, ITIL awareness, and building trusted relationships with DIR agencies to drive customer-centered service evolution.

Qualifications

• 8 years with BS/BA or 12 years with HS Diploma/equivalent
• 6+ years of customer success or client management experience in government IT environments
• Experience managing multiple government agency relationships simultaneously
• Texas state agency familiarity
• Experience designing and managing customer experience programs
• Experience facilitating solution workshops and solutioning support
• Strong written and verbal communication skills
• ITIL service management awareness
• Experience building and maintaining senior-level customer relationships
• Ability to translate customer feedback into actionable service and technology improvements
• Experience supporting complex IT transformation, migration, or modernization initiatives is highly desirable
• Must be a US Citizen.

Responsibilities

• Co-own the ITIL 4 Value Chain Engage activity with the Account Director.
• Develop, execute, and continuously manage agency-level Customer Experience (CX) plans.
• Lead delivery of the Annual Customer Experience Plan.
• Conduct customer outreach and support solutioning activities.
• Develop and manage customer intimacy programs.
• Manage listening tours.
• Manage migration workshops with DIR customer agencies.
• Partner with the Account Director on the customer advocacy strategy.
• Gather and analyze customer feedback and feed insights into the technology roadmap and service evolution.

Skills

Customer success

Government IT

Stakeholder management

Communication

Facilitation

Problem solving

Cross-functional collaboration

Relationship building

US citizenship

Adaptability

Education

BS/BA

Tools

ITIL

Senior stakeholder workshops

Job description

Peraton is hiring for a Customer Success Lead to support the Texas Department of Information Resources (DIR). The role requires cross-agency collaboration, CX program design, and migration/workshop facilitation to evolve services and technology roadmaps. Must reside in, or relocate to, Austin or San Angelo, TX.

The role emphasizes strong stakeholder management, ITIL awareness, and building trusted relationships with DIR agencies to drive customer-centered service evolution.