[Remote] Founding Customer Success Lead at Brace

Des Moines, Iowa, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

FinTech, Blockchain, CryptocurrencyIndustries

Requirements

5-7 years of progressive experience in Customer Success or related roles, demonstrating the ability to be both a strong do-er and an effective leader, either as a top individual contributor or in leadership

Responsibilities

Act as the founding individual contributor; own onboarding, relationship management, and customer growth while establishing Brale’s Customer Success foundation
Build, evolve, and scale an AI-powered LLM to serve as the front line for Customer Success, ensuring proactive engagement, consistency, and efficiency at scale
Create modern processes for issue management, escalation, and cross-functional resolution, with accountability to clear customer SLAs and business outcomes
Transition into leadership by strategically hiring, onboarding, and coaching team members where human expertise adds the most value via a lean, technology-enabled CS discipline
Serve as the directly responsible individual (DRI) for getting clients live on Brale, owning the journey from signed agreement to first live transaction
Lead end-to-end client onboarding, with a focus on speed, clarity, and customer confidence
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 (issuance volume, transactions, revenue share, SLAs)
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 in coordination with Brale Compliance discipline
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, ensuring they are prioritized and resolved working with Product, Engineering, and Operations
Capture structured feedback informing roadmap, process improvement, and case studies
Establish CS playbooks, dashboards, and customer health scoring models
Collaborate cross-functionally with Sales, Product, Eng, Finance, Legal, and Compliance

Skills

Key technologies and capabilities for this role

Customer SuccessOnboardingRelationship ManagementAILLMIssue ManagementEscalationSLA ManagementComplianceBlockchainStablecoinsTeam Leadership

Questions & Answers

Common questions about this position

Is this position remote?

Yes, the position is remote.

What are the key responsibilities of this role?

The role involves building and scaling the CS function, owning client onboarding and implementation, driving business value and growth through metrics and QBRs, enabling risk and compliance, and acting as customer advocate.

What skills or experience are required for this Customer Success Lead position?

Experience in customer success within fintech or blockchain, ability to handle technical execution like API integrations and onboarding, strong relationship management, compliance knowledge, and leadership skills to build processes and teams are essential.

What is the employment type for this role?

This is a full-time position.

What makes a strong candidate for this founding Customer Success Lead role?

A strong candidate has experience shaping customer success in blockchain or programmable finance, can own end-to-end onboarding and technical implementation, excels at building scalable processes and AI-powered tools, and is ready to transition into leadership while driving growth and compliance.

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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