Head of Customer Success (Remote - Work from Anywhere)

3 weeks ago
Full-time
Lead
Customer and Technical Support
Xapo Bank

Xapo Bank

Xapo Bank is a fully regulated private bank based in Gibraltar, bridging the gap between crypto and traditional finance. Their innovative app allows users to securely transact and build wealth with the power of crypto and the ease of traditional financ...

Capital Markets
51-250
Founded 2014
$40M raised

Description

  • Develop and execute a customer success strategy aligned with business objectives.
  • Translate business goals into customer success metrics focused on retention, satisfaction, and product adoption.
  • Lead, coach, and manage customer success leaders and regional teams.
  • Build a culture of accountability, service excellence, and customer centricity.
  • Implement training and development programs for the customer success organization.
  • Own and improve the systems, processes, and operating environment that support scalable customer service.
  • Ensure compliance with internal controls and regulatory requirements, including KYC, AML, and data privacy.
  • Establish and maintain a quality assurance program to monitor team performance.
  • Partner cross-functionally with Product, Engineering, Compliance, Marketing, Relationship Managers, and Sales.
  • Serve as the escalation point for critical or high-risk customer issues.

Requirements

  • 7+ years of progressive experience managing multi-disciplinary client-facing teams in a fast-paced or regulated financial services environment.
  • Experience managing a P&L or revenue target.
  • Deep understanding of retail and institutional client onboarding processes and global banking regulatory requirements, including KYC and AML.
  • Demonstrated ability to drive operational change and process adoption across experienced sales and relationship teams.
  • Exceptional leadership, coaching, and conflict resolution skills.
  • Strong cross-functional communication and decision-making skills.
  • Previous experience in crypto is highly beneficial, or a strong personal interest and knowledge in crypto.
  • A dedicated workspace for remote work.
  • A reliable internet connection with the fastest speed possible in your area.
  • Alignment with Xapo’s values and values-driven leadership principles.

Benefits

  • 100% remote work from anywhere in the world.
  • Flexible work schedule.
  • Flexible PTO plan.
  • Yearly budget for individual learning and development.
  • Opportunity to work with a high-performance, globally distributed team.
  • Work-life balance with autonomy and collaborative teamwork.
  • Chance to help shape products and services with global impact.

Interested in this position?

Apply directly on the company website

Apply Now

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