[Remote] Founding Customer Success Lead at Brace

Des Moines, Iowa, United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

Experience in Customer Success or a related field
Strong technical skills, particularly in blockchain-native infrastructure and programmable finance
Proven ability to drive adoption and retention in customer relationships
Experience with AI-powered LLMs and front-line customer support
Strong leadership and process improvement skills
Experience with modern processes for issue management, escalation, and cross-functional resolution
Ability to work remotely and manage a team
Strong analytical and problem-solving skills
Experience with defining explicit success metrics for customer programs
Strong communication and interpersonal skills
Ability to prioritize and manage multiple tasks and projects simultaneously
Experience with risk and compliance enablement, including attestations and compliance checkpoints
Strong problem-solving and troubleshooting skills
Experience with capturing structured feedback and using it to inform roadmap and process improvement
Experience with establishing CS playbooks, dashboards, and customer health scoring models
Experience with collaborating cross-functionally with Sales, Product, Eng, Finance, Legal, and Compliance

Responsibilities

Build and scale the Customer Success function
Own onboarding, relationship management, and customer growth
Establish Brale's Customer Success foundation
Develop and implement modern processes for issue management, escalation, and cross-functional resolution
Transition into leadership by strategically hiring, onboarding, and coaching team members
Onboard and implement systematic processes for ticketing, sandbox/prod setup, and API integration
Deliver a frictionless onboarding experience that reduces churn risk
Define explicit success metrics for each program
Lead QBRs and health reviews to drive adoption, retention, and expansion
Identify opportunities to extend programs across chains, currencies, and new workflows
Ensure customer programs operate within approved flows of funds and regulatory frameworks
Coordinate attestations, reporting cadences, and compliance checkpoints
Provide best practices for API usage, automations, and runbooks
Triage and escalate customer issues with clear SLAs
Identify and flag recurring issues or patterns across customers
Collaborate with cross-functional teams to establish CS playbooks, dashboards, and customer health scoring models

Skills

Brace

Creative agency for branding and web design

About Brace

Brace is a creative agency that focuses on enhancing both the online and offline presence of businesses. Their services include website design, branding, and search engine optimization (SEO), all aimed at helping clients improve their visibility and reach. Brace's team consists of industry experts with years of experience, allowing them to provide comprehensive solutions tailored to each client's needs. Unlike many competitors, Brace emphasizes a holistic approach to branding and digital presence, ensuring that all aspects of a client's identity are cohesive and effective. The goal of Brace is to elevate businesses by leveraging their expertise to create impactful and engaging brand experiences.

Gloucester, United KingdomHeadquarters

2007Year Founded

VENTURE_UNKNOWNCompany Stage

Consulting, DesignIndustries

11-50Employees

Risks

AI-driven design tools offer cheaper alternatives, challenging traditional creative agencies like Brace.

Freelance platforms provide competitive pricing, impacting Brace's client acquisition.

In-house marketing teams reduce demand for external agencies like Brace.

Differentiation

Brace offers a decade of experience in web design and digital marketing.

The agency is based in Gloucester, providing localized expertise and services.

Brace combines web design, graphic design, and SEO for comprehensive client solutions.

Upsides

Growing demand for personalized digital marketing strategies benefits Brace's service offerings.

Interest in sustainable branding aligns with Brace's potential to offer eco-friendly solutions.

Advancements in AI-driven design tools can enhance Brace's creative processes.

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