Customer Delivery & Support Lead

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-livesSupport customer workshops and configuration sessions with client teams to map workflows and accelerate time-to-valueBuild reusable configuration patterns and implementation playbooks that speed up delivery across the customer portfolioOwn 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 teamTriage, diagnose, and resolve platform issues through systematic troubleshooting, documenting problems clearly as they come inOwn ticket resolution end-to-end, maintaining response and resolution times and escalating as neededBuild 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 EngineeringMaintain deep platform expertise, including emerging AI and agentic workflow capabilities, to enable clients’ sophisticated use casesTrack 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 platformsStrong troubleshooting instincts: able to diagnose issues systematically and communicate clearly with both customers and engineersAbility to translate ambiguous business workflows into a technical build with clear documentation, protecting delivery timelines when scope or priorities shiftComfortable operating in a fast-paced, high-growth environment where priorities evolve quickly Bonus Points Experience in pharmaceutical, biopharma, biotech, or another regulated enterprise environmentFamiliarity with AI/ML platforms, workflow automation, or agentic toolingExperience building internal documentation, playbooks, or knowledge basesProficiency with customer support or success platforms (HubSpot, Zendesk, or similar) What We Offer Impact: Your work directly enables breakthrough therapies to reach patients fasterOwnership: Build and lead the platform as a foundational engineering leaderGrowth: Shape our product experience during a critical scaling phaseCompensation: Competitive salary and equityTeam: 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. Compensation Range: $203K - $252K