About Pryze:

Pryze is an employee performance and recognition platform that helps companies get more from their teams. Our customers use Pryze to set goals, track employee performance, drive engagement, and motivate employees through incentives, recognition, communication, and rewards. We're growing quickly, and we're looking for an experienced Customer Strategy Lead to help us build the next stage of our Customer Success department.

The Role:

This is not a traditional account management role. We already have a CX team handling the day-to-day execution with our customers. We need someone who can step back, look across our customers and their employee performance data, identify what's working and what's not, and determine what we should do about it. You'll own the strategy and playbooks behind Customer Success at Pryze. You will create and own the playbook and the results. That means analyzing the data, identifying patterns and problems, developing the strategy, building the systems and workflows to support it, partnering with our CX teams to execute it, and measuring whether it worked.

What You'll Own:

Analyze customer, employee, and product data to identify what's driving performance, engagement, adoption, and churn. Build and continuously improve the Pryze Customer Success Playbook, including our 30/60/90-day strategy and ongoing customer lifecycle. Turn data into clear strategies that help customers get more employees engaged and accomplish their goals. Build automated customer journeys and flows across onboarding, adoption, engagement, risk, renewal, and growth. Develop segmentation, triggers, customer health scoring, and next-best-action strategies that tell us when and how to intervene. Build scalable One-to-Many programs using email, SMS, push, in-app messaging, campaigns, recognition, rewards, and other channels. Identify and automate repetitive CX work using workflows, integrations, and AI. Use AI to improve customer insights, risk identification, account summaries, personalized outreach, and next-best-action recommendations. Build reporting that clearly shows customers their results, ROI, opportunities, and recommended actions. Test and refine strategies based on what actually drives employee behavior, customer value, adoption, and retention. Partner closely with Onboarding, User-Facing CX, Admin/Customer-Facing CX, Product, Engineering, and Leadership to turn strategy into execution.

What We're Looking For:

We're looking for someone who has built this before, not someone whose experience is limited to managing a book of accounts. You should bring strong B2B SaaS experience across Customer Success, Digital Customer Success, CS Operations, Customer Strategy, or a related function. We're looking for hands-on experience with: Customer lifecycle and journey design 5+ years of experience in Customer Success, Customer Experience, Digital Customer Success, CS Operations, Customer Strategy, or a related function, ideally within B2B SaaS.

Digital / One

-to-Many Customer Success Customer health scoring and segmentation CRM and lifecycle automation Automated workflows and trigger-based programs Product usage and behavioral analytics Adoption, engagement, and retention strategies AI-powered Customer Success workflows Reporting, experimentation, and measurement Experience with platforms such as Customer.io, HubSpot, Salesforce, Gainsight, ChurnZero, Vitally, Intercom, Pendo, Amplitude, Mixpanel, Zapier, Make, n8n, or similar tools is a plus. Most importantly, you should be highly analytical and naturally ask: What is the data telling us? Why is this happening? What should we do about it? Did it work? What should we change next?

Who Will Thrive Here:

You can think strategically at a high level while still getting into the weeds. You know how to take messy customer and product data and turn it into a clear plan of action. You've built playbooks, journeys, automations, or Customer Success programs before and understand how to make them scalable. You're comfortable working across teams and getting people aligned around a strategy without needing to directly manage everyone involved. And you're comfortable in a startup, so you can pivot and act fast! We want someone who can operate at 30,000 feet and 3 feet, sometimes in the same afternoon. At Pryze, nobody just creates a strategy deck and hands it off. We all roll up our sleeves. You'll dig into the data, talk to customers, build workflows, test ideas, work alongside our CX team, solve problems, and jump in when needed.

What Success Looks Like:

You'll help us build a Customer Success engine that is proactive rather than reactive. We should know when a customer is struggling before they tell us. We should understand why one location or employee group performs better than another. We should know which goals, incentives, campaigns, communications, and interventions actually drive behavior. Our CX team should have clear playbooks for what to do when specific situations occur. And as Pryze grows, our ability to deliver an exceptional customer experience should scale through better strategy, data, systems, automation, and AI — not simply by adding more people. Ultimately, your work should help our customers get more employees engaged, accomplish more goals, see greater measurable value from Pryze, and stay with us longer.

Why Pryze:

This is an opportunity to have a real impact on how Customer Success is built at a growing startup. You won't be inheriting a finished system. You'll have the opportunity to help build it. You'll work directly with the founders and across CX, Product, and Engineering, have access to real customer and employee performance data, and have significant ownership over how we turn that data into better customer outcomes. If you've built successful Customer Success strategies before and you're excited by the opportunity to build the playbook, automate what can be automated, get into the data, and take ownership of the results, we'd love to talk.

Benefits:

Health, dental, and vision insurance Flexible Paid time off and company holidays Paid parental leave Mental health and wellness benefits Flexible work arrangements when possible Professional development opportunities 401(k) Company-issued equipment

Job Type:

Full-time Pay:

$100,000.00 - $110,000.00 per year

Work Location:

In person