Customer Success Representative

We're building modern software for trust administration—helping trust officers manage compliance, operations, and accounting with practical, AI-powered features. The work sits at the intersection of fiduciary responsibility, complex data, and day-to-day usability. We're a collaborative, fast-moving, hands-on team with high autonomy and room to grow.

This role is part of our established Customer Success team, with room to shape processes further as we grow.

• Lead implementations: guide new customers from kickoff to launch, keeping onboarding on track and friction-free
• Own the relationship: be the primary point of contact for an assigned set of customers, driving adoption and long-term retention
• Support customers day to day: answer questions across email, chat, and phone with clear, accurate guidance
• Watch for risk and opportunity: track engagement and reach out proactively should adoption stalls or renewal risk builds
• Partner with product management: work closely with the team to make sure customer needs are clearly articulated and prioritized appropriately
• Build training and help content: develop FAQs, help docs, and training sessions that keep customers confident and self-sufficient as the product evolves
• Strengthen how CS operates: contribute to and drive improvements to internal processes, playbooks, and tooling as the team grows

Required

• 1-3 years of experience in customer success, implementation, or relationship management (fintech, SaaS, or financial services preferred)
• Strong communication skills, including the ability to explain complex financial and trust-related concepts simply
• A proactive, problem-solving, customer-first mindset
• Comfortable working in a fast-paced startup environment
• Experience with CRM/support tools (e.g., HubSpot, Salesforce, Zendesk, Jira)

Nice to have

• Knowledge of trust administration, fiduciary services, or financial planning
• Experience working as part of a small, collaborative CS team

• Salary commensurate with experience
• Employer-sponsored health insurance
• Generous paid time off and holiday schedule
• Stock options
• Hybrid work from our Charleston office; fully remote considered for exceptional candidates

Please submit a resume and optional cover letter to hiring@protrustee.com.

Applicants must be authorized to work in the United States. ProTrustee is an equal opportunity employer. We do not discriminate based on race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, or protected veteran status.