CUSTOMER SUCCESS LEAD (B2B SAAS, COMPLIANCE, ECOMMERCE) | US HOURS | G2 AWARD-WINNING US COMPANY

ABOUT THE ROLE
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We’re hiring a Customer Success Lead to own post-sale customer outcomes for sales-assisted and high-value merchants.

You will help customers launch successfully, prove the system is working in production, resolve risks before they become major escalations, prepare for renewals, and expand into new states, categories, platforms, or workflows.

You’ll coordinate with Operations, Product, Engineering, and Growth. This is a player/coach role, so team guidance and process improvement may be part of the role, but direct reports are not guaranteed.

WHAT THIS ROLE IS AND IS NOT
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This is not a basic CSM role focused mainly on check-ins and relationship maintenance.

This is not a reactive support queue role.

This role sits in the middle of customer outcomes, onboarding, compliance confidence, risk management, renewal readiness, expansion readiness, and internal coordination.

You do not need to be a software engineer, but you do need to be comfortable using evidence, customer context, and structured follow-through to move complex accounts forward.

ABOUT TOKEN OF TRUST
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Token of Trust helps regulated eCommerce businesses keep selling with confidence.

We help merchants launch compliant checkout, verify customers when required, reduce compliance risk, and manage the reporting and evidence they need to operate in regulated markets.

Customers have rated Token of Trust 4.9 stars on G2, and G2 recognized us among the 2026 Top 50 Data Privacy Products. We have also been recognized for Best Support, Easiest To Do Business With, High Performer, and Users Most Likely To Recommend.

Customer Success is a core part of why customers trust us. We are looking for someone who wants to help customers succeed while also improving the systems, playbooks, and processes behind that success.

WHAT YOU WILL DO
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- Own the customer experience after sale: onboarding, launch, first proof of value, ongoing operations, renewal readiness, and expansion readiness
- Help customers launch compliant checkout with clear milestones, owners, risks, and next steps
- Help customers reach their first real proof of value in production, such as a successfully cleared customer, order, report, or compliance workflow
- Monitor customer risks such as verification issues, reporting problems, misconfiguration risk, unresolved blockers, or customer confusion
- Lead escalations by gathering evidence, isolating the problem, coordinating the right internal owners, and keeping customers updated
- Help customers understand and trust compliance calculations, reporting outputs, verification states, and operational workflows
- Prepare high-value accounts for renewal 60 to 90 days in advance by surfacing risks and driving issue-resolution plans
- Support customer expansion into new states, categories, platforms, or workflows
- Capture customer feedback clearly, ideally in the customer’s own words, and turn it into product feedback, internal tickets, or playbook improvements
- Improve onboarding playbooks, SOPs, help docs, and internal processes

WHAT SUCCESS LOOKS LIKE
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You are successful when customers:

- Launch without unnecessary delays or rework
- Reach their first clear proof that Token of Trust is working for them
- Know whether their workflow is configured correctly because there is evidence, not just reassurance
- Avoid preventable surprises or unresolved escalations
- Enter renewals with known issues, owners, timelines, and a clear value story
- Feel that Token of Trust is organized, proactive, and clear

We care about support quality and customer sentiment, but this role is not measured mainly by ticket count, meeting count, logins, or generic activity metrics.

GROWTH OPPORTUNITY
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For the right person, this is a real growth path, not just a customer-facing seat. As you prove judgement, ownership, and customer outcome discipline, you can earn more trust, broader responsibility, and increased compensation over time.

Possible growth paths include:

- Owning high-value customer onboarding and renewal readiness programs
- Building better proof-of-value playbooks for new customers
- Improving customer risk visibility and escalation prevention
- Creating customer health, renewal, and expansion workflows
- Guiding other tea ---------- mbers through shared-account or playbook-driven Success work
- Becoming a deeper expert in regulated eCommerce customer outcomes

MUST-HAVE QUALIFICATIONS
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- 4+ years in B2B SaaS Customer Success, Implementation, Solutions, Technical Account Management, or complex customer support
- Experience owning post-sale outcomes such as onboarding, go-live, risk management, renewal readiness, or expansion support
- Excellent written English
- Strong organization and follow-through
- Ability to manage multiple customer issues without losing details
- Good judgement in ambiguous, technical, regulated, or high-stakes situations
- Comfortable coordinating across Operations, Product, Engineering, and Growth without formal authority
- Able to diagnose issues clearly: what changed, what is the impact, what evidence exists, and what should happen next

NICE TO HAVE
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- Experience in regulated eCommerce, identity verification, KYC, fraud, payments risk, tax, compliance reporting, or trust and safety
- Experience with Shopify, WooCommerce/WordPress, or headless eCommerce
- Basic understanding of webhooks, APIs, event logs, or technical troubleshooting
- Experience creating SOPs, playbooks, customer help docs, or internal process improvements
- Experience with shared-account or team-based customer success models

YOU MAY BE A GOOD FIT IF YOU
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- Like complex products where correctness and evidence matter
- Can lead escalations calmly without overpromising
- Prefer customer outcomes over activity metrics
- Enjoy improving systems, not just answering questions
- Communicate clearly with both customers and internal teams

THIS MAY NOT BE A FIT IF YOU
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- Want a simple reactive support role
- Prefer highly defined work with little ambiguity
- Dislike cross-functional coordination
- Rely mostly on meetings, logins, or ticket counts to measure customer success
- Struggle to keep many open customer issues organized

TOOLS AND WORK ENVIRONMENT
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We use tools such as Amplitude, internal database reporting, FreeScout, Stripe, Pipedrive, G2, Shopify/WordPress ecosystems, shared docs, issue trackers, and internal playbooks.

You do not need experience with every tool, but you must be comfortable learning new systems quickly.

The work is remote, technical, compliance-heavy, and documentation-heavy. You’ll work with Operations, Product, Engineering, and Growth.

SCHEDULE
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- Minimum 20 hours per week required
- Opportunity to expand to full-time, 40 hours per week, based on business needs, role fit, and performance
- Remote
- Meaningful overlap with U.S. business hours required
- Please include your timezone and preferred working hours when applying

COMPENSATION
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This role starts at approximately $300 per month for a minimum schedule of 20 hours per week.

There is an opportunity to increase both hours and earnings over time. The role may expand to full-time, and strong performers may also qualify for monthly performance incentives.

Target total monthly earnings can increase to approximately $450 to $750 per month depending on hours, performance, role scope, and business needs.

Please include your expected monthly compensation in your application.

HOW TO APPLY
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Use this subject line:

Customer Success Lead: I help customers prove value

Please send:

1) Resume or LinkedIn profile
2) Compensation and availability
- Expected monthly compensation
- Timezone
- Preferred working hours
- Amount of overlap you can provide with U.S. business hours
3) Customer ownership story
In 5 to 8 sentences, describe one complex customer workflow, onboarding, renewal-risk, or escalation situation you owned end-to-end. Tell us what happened, what you did, how you knew whether the customer was getting value, and what changed as a result.
4) Process improvement example
Briefly describe one playbook, SOP, customer health process, renewal process, or internal handoff you improved.
5) Short written exercise
A customer says:
“We turned this on and now good customers are getting stuck. We are worried this will hurt conversion.”
Please answer:
- What would you say in your first customer-facing reply?
- What information would you gather internally?
- Who would you involve internally and why?
- How would you keep the customer updated over the next 48 to 72 hours?
6) AI usage note
Tell us how you used AI, if at all, to complete this application:
- Which sections did AI help with?
- Where did you rely on your own judgment?
- How did you verify the final answer reflected your actual experience and thinking?

Applications that do not follow these instructions may not be reviewed.

HIRING PROCESS
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After initial application review, selected candidates may be asked to confirm role requirements, compensation fit, long-term interest, no agency or subcontracting relationship, time-tracking expectations, background-check willingness, and integrity expectations.

Finalists may be asked to complete a short intro video and a paid trial project before final interviews.