Compensation: $120,000-$140,000 + Commission and 0.1%-0.3% Equity + Benefits

Reports to: Head of Product and Head of Sales

Location: Remote (US-based, Northeast Corridor Preferred)

About Badge

Badge is a mobile wallet SaaS platform that gives businesses the tools they need to launch, scale, engage customers, and drive meaningful revenue in Apple, Google, & Samsung Wallets.

1. Launch → dynamic loyalty & membership cards, gift cards, tickets, and more in wallets
2. Engage → customers with in-wallet offers, coupons, push notifications, and geo-triggered campaigns
3. Track → wallet performance with analytics on engagement, redemptions, and campaign effectiveness

Why This Role Matters

Until now, our Head of Product and Head of Sales have personally led all technical discovery and customer onboarding. We’re now looking for a highly capable Customer Solutions Lead to own this function end-to-end. This role combines a Solutions Engineer's technical fluency with a Success Manager's customer ownership.

You’ll guide customers through pre-sales technical conversations, implementation design, and post-sale activation. This customer-facing role requires strong technical proficiency, curiosity, and the ability to translate complex systems into simple, actionable guidance. You'll collaborate closely with Sales, Product, and Engineering, and your work will directly impact how quickly customers launch, how well they adopt, and how long they stay.

What You'll Do:

Customer Success / Onboarding

• Lead the onboarding process from signed contract through to go-live
• Build and document customer onboarding playbooks that can scale with the team
• Standardize onboarding workflows across self-serve, guided, and enterprise use cases
• Help define what great implementation looks like and create tools, guides, and processes to get there
• Help customers integrate with our APIs, configure their passes, and troubleshoot roadblocks
• Identify technical blockers and collaborate with internal teams to resolve them quickly
• Create and improve onboarding materials, walkthroughs, and training content
• Assist with product demos and technical walkthroughs, including API, SDK, and White Label use cases

Account Management / Growth

• Act as the main point of contact for your customers post-launch
• Deliver ongoing support, product education, and optimization suggestions based on usage
• Spot opportunities for feature adoption or account growth and partner with Sales as needed
• Monitor customer health and proactively re-engage accounts at risk of low adoption

Solutions Engineering

• Partner with Sales to help with technical discovery and solution design during the sales cycle
• Consult on architecture decisions, integration requirements, and data flow considerations
• Work with Product and Engineering to scope any custom requirements or technical workarounds
• Contribute to internal technical documentation, tools, and implementation templates

You Should Have

• 3–5 years in a hybrid Customer Success, Solutions Engineering, or Technical Account Management role
• A strong technical foundation, including experience working with APIs, SDKs, and system integrations
• Proven ability to translate technical requirements to both internal teams and non-technical customer stakeholders
• Experience managing onboarding and customer relationships for a SaaS platform
• Familiarity working with retail brands, commerce platforms, POS systems, or loyalty technology
• Strong written and verbal communication skills, with a focus on clarity and empathy
• A process-oriented mindset and comfort working independently in fast-changing environments
• Bonus: Experience with mobile wallet platforms (Apple/Google Wallet) or embedded B2B2C SaaS products

Why You’ll Love Working Here

• We’re a lean team, so your work will have immediate visibility and impact
• You’ll work directly with the founders and have input on how we scale customer operations
• The product is simple and elegant, and customers quickly see its value
• We prioritize clarity, speed, and customer empathy in everything we do