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Brale · 3 months ago

Founding Customer Success Lead

Des Moines

Full-time

Onsite

Senior Level

5+ years exp

Brale is building the future of programmable finance with compliant, blockchain-native infrastructure. As the first Customer Success hire, you will shape the customer experience and drive growth by guiding clients through onboarding and ensuring their ongoing success with stablecoins and programmable finance.

BlockchainCryptocurrencyFinancial Services

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, 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

Qualification

Customer Success ManagementBlockchain KnowledgeCross-functional CollaborationAI-driven CS ToolsCompliance KnowledgeEntrepreneurial MindsetEscalation ManagementTechnical FluencyHands-on Experience with IntercomRelationship Building

Required

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

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