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-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.