Founding Customer Success Lead
About the Opportunity:
The organization is building the future of programmable finance with compliant, blockchain-native infrastructure. The team helps businesses launch, scale, and operate digital asset programs with confidence. Customer Success is at the core of how the organization accelerates launches, drives sustainable outcomes, and creates trusted customer value.
Why This Role Matters
As the first Customer Success hire, you won’t just support clients, you’ll shape how they build and benefit from stablecoins from day one. Every launch, onboarding, and proactive solution you deliver will set the standard for how trust in stablecoins and programmable finance is scaled.
This founding role sits at the intersection of customer experience, technical execution, and growth. You’ll own the journey post-signature, guiding clients from first integration to ongoing value, while building the systems, playbooks, and culture that make the organization’s CS function both responsive and anticipatory.
Your work will accelerate time-to-live, drive adoption and retention, ensure compliance, and uncover new opportunities across currencies, chains, and workflows. In short, you’ll turn customer relationships into the organization’s most powerful growth engine and play a central role in building multiple $100M+ ARR business lines.
What You’ll Do
Build & Scale the CS Function
• Act as the founding individual contributor. Own onboarding, relationship management, and customer growth while establishing the organization’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.
Onboarding & Implementation
• Serve as the directly responsible individual (DRI) for getting clients live, 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
Business Value & Growth
• 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
Risk & Compliance Enablement
• Ensure customer programs operate within approved flows of funds and regulatory frameworks
• Coordinate attestations, reporting cadences, and compliance checkpoints in coordination with the Compliance discipline
Customer Advocacy & Insights
• 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
Team & Process Leadership
• Establish CS playbooks, dashboards, and customer health scoring models
• Collaborate cross-functionally with Sales, Product, Eng, Finance, Legal and Compliance
What Success Looks Like
• Time-to-live ≤ 30 days from signature to first mint
• Time-to-value ≤ 60 days to first revenue share payout
• Retention: ≥95% logo retention; ≥120% net revenue retention
• 100% compliance hygiene and on-time attestations
• CSAT ≥ 4.7/5
What the Organization is Looking For
Experience
• 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
Skills & Attributes
• Entrepreneurial mindset: thrives in ambiguity and building from scratch
• Ability to manage escalations and provide calm leadership in high-stakes moments
• Multidisciplinary fluency across technical, legal, and operational contexts
• Strong ability to build and maintain relationships with client leadership
• Hands-on experience with Intercom, Slack/Telegram support, and/or AI-driven CS tools
• Available in U.S. time zones with flexible responsiveness to customer needs
Why Join This Team
• Founding Customer Success role with direct impact on the organization’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