• 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