Customer Success & Support Lead

About Altitude and Squads:

Since 2021, we’ve built products and APIs that unlock the benefits of modern money.

We began with Squads Protocol, the autonomous finance layer built on Solana. Secured by Solana’s permissionless ledger, Squads Protocol enables programmable payments, 24/7 USD liquidity, competitive yields and security enforced by deterministic code, not corporate promises.

The new financial stack is being built on blockchains, powered by tokenized assets, and designed for a world where value moves as freely as information. We build on Squads Protocol to bring this stack to every developer, business, and individual.

Altitude is our new global business account to save, earn and move money. It’s for any global business that wants access to modern financial services, powered by stablecoins.

About the role

You’ll own both Customer Support and Customer Success in the early stages, helping shape how Altitude delights, retains, and grows its user base.

Key responsibilities include:

• Support Leadership & Execution
  Lead a lean support team. Set SLAs, manage escalations, monitor ticket flows, ensure quality responses. Be ready to jump into support tickets during heavy periods or for critical issues.

• Customer Success Strategy & Engagement
  Own onboarding, adoption, retention. Identify customer segments, define success plans, proactively reach out to users. Monitor health metrics, churn signals, and expansion opportunities.

• Process & Systems Improvement
  Build and refine workflows and tools that improve support efficiency, success outreach, handoffs between support and success. Implement feedback loops to feed product, engineering, and operations from customer interactions.

• Cross-Functional Collaboration
  Work closely with Product, Engineering, GTM, and Operations. Translate customer feedback into product improvements. Inform roadmap. Ensure consistency across touchpoints.

• Data & Metrics Driven Decisions
  Define and track metrics: support ticket volume, response & resolution times, CSAT/NPS, renewal/expansion, churn, product usage. Use data to find improvement areas, to forecast, to make decisions.

• Customer Advocacy
  Be the voice of the customer inside Altitude. Create narratives based on insights. Push for prioritization of what matters most to our users.

• Team Growth & Culture
  Recruit, mentor, develop the team. Set standards for quality, empathy, professionalism. Ensure continuous learning.

What We’re Looking For

Some combination of:

• Experience
  3-5+ years in customer-facing roles, including both support and success (or very strong in one with exposure to the other). Experience in a high growth / scaling B-2-B Fintech environment is a plus.

• Leadership & Ownership
  Comfortable owning both strategic and operational work. Able to switch between big picture and detail. Able to lead a small team but also do hands-on work.

• Technical & Product Savvy
  Able to understand product workflows, technical issues, possibly APIs or backend issues, in order to help diagnose, escalate, or resolve. Comfortable working with engineering.

• Data Literacy
  Experience with analytics, dashboards, metrics. Able to use tools like SQL or BI tools, or willing to learn. Comfortable making decisions with imperfect data.

• Empathy & Communication
  Strong communication skills—written and verbal. Empathetic with customers. Able to communicate clearly with execs, with engineers, with users.

• Problem-Solving & Process Mindset
  A bias toward improving how things work. Able to build scalable processes, identify inefficiencies, build structure without overburdening.

What Success Looks Like in First 6-12 Months

• Smooth and responsive customer support with measurable improvements in response/resolution time, customer satisfaction.

• A repeatable customer onboarding & success playbook.

• Reduced churn, increased product adoption, clear leading indicators of retention/expansion.

• Strong feedback loops feeding into product roadmap—one or more product improvements driven by real customer insights.

• A support + success team that has aligned roles, workflows, handoffs, and is operating efficiently.

Why Altitude Should Appeal to You

• Chance to build and shape critical functions from early on.

• High impact: your work will directly affect retention, growth, product direction.

• Cross-functional exposure, ability to influence company strategy.

• Working in a fast growth environment: many challenges, but also big upside.