Founding Customer Success Lead

Job not on LinkedIn

October 3

🌾 Iowa – Remote

Although this job is listed in Iowa, this company may be open to hiring remote in other states.

⏰ Full Time

🟠 Senior

🏆 Customer Success

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NOBO

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Fintech • Crypto • eCommerce

NOBO is a digital wallet platform designed to allow users to manage their finances, digital assets, and financial services seamlessly. It offers secure storage and management for various currencies and tokens, enabling users to interact with decentralized applications (dApps) easily. With a focus on advanced security features, NOBO ensures a reliable experience for sending, receiving, and transacting digital currencies while providing tools for integration and real-time balance updates for developers.

2 - 10 employees

Founded 2022

💳 Fintech

₿ Crypto

🛍️ eCommerce

📋 Description

• 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, thereby 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 coordinate 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

🎯 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 ready to step into leadership or as an established leader with 2–3+ years managing CS. • Blockchain-native or deeply passionate about crypto and payments. Experienced in fintech. • Well versed working cross functionally with compliance, legal, risk and finance functions

🏖️ Benefits

• Founding Customer Success role with direct impact on Brale's trajectory • You enjoy learning something new every 9 minutes. • Opportunity to build CS systems and culture from the ground up • High-growth environment with exposure to cutting-edge blockchain applications • Collaborative, ambitious, and mission-driven team