Customer Success Lead
About the Role
You will own the post-signature customer journey from integration to ongoing value. You will lead end-to-end onboarding, manage API integrations, set up sandbox and production environments, and accelerate time-to-live. You will define success metrics, run QBRs and health reviews, triage escalations with clear SLAs, and coordinate attestations and compliance reporting. You will build playbooks, dashboards, health scoring models, and an AI-powered front line to scale proactive engagement. Over time you will hire and coach CS teammates and ensure programs meet adoption, retention, and compliance targets.
Requirements
- 2-4 years progressive experience in Customer Success or related roles
- Experience as a senior individual contributor or 2–3+ years managing Customer Success
- Familiarity with blockchain, stablecoins, crypto, or fintech payments
- Experience working cross functionally with compliance, legal, risk, and finance
- Hands-on experience with Intercom, Slack, Telegram, and/or AI driven CS tools
- Ability to manage high-stakes escalations and operate in ambiguous, early-stage environments
- Availability in U.S. time zones with flexible responsiveness to customer needs
Responsibilities
- Own end-to-end onboarding and implementation from signed agreement to first live transaction
- Build and scale the Customer Success function and associated playbooks
- Design and implement AI powered LLM front line for proactive customer engagement
- Create processes for ticketing, sandbox and production setup, and API integration
- Define success metrics and lead QBRs and health reviews to drive adoption and expansion
- Coordinate compliance activities, attestations, and reporting with stakeholders
- Triage and escalate customer issues with clear SLAs
- Establish dashboards and customer health scoring models
Benefits
- Remote work