VP of Customer Success (Remote - Work from Anywhere)

3 weeks, 1 day ago
Full-time
Executive
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

  • Define and own the global customer success strategy and vision aligned with company objectives and long-term growth.
  • Develop and implement a scalable customer success framework that improves product adoption, retention, and lifetime value.
  • Lead the Customer Success organization and champion customer-centric practices across the company.
  • Partner with Product leadership to translate customer insights into product improvements and influence the roadmap.
  • Collaborate with Marketing to create customer messaging, case studies, testimonials, and go-to-market support.
  • Serve as the executive partner to Product, Engineering, Compliance, Marketing, and other departments on customer issues and priorities.
  • Lead, mentor, and develop Customer Success leaders and the broader global team.
  • Oversee training, development, and performance improvement programs for the team.
  • Act as the executive escalation point for critical customer issues and resolutions.
  • Own and optimize the systems, processes, and technology stack supporting global customer success operations.
  • Ensure compliance with internal controls and regulatory standards such as KYC, AML, and data privacy.
  • Establish and refine a quality assurance program for the Customer Success organization.

Requirements

  • 10+ years of progressive experience leading multi-disciplinary, client-facing organizations such as Customer Success, Account Management, or Support.
  • Experience in a fast-paced, global financial services or technology environment.
  • Proven track record of managing a P&L or significant revenue-influencing targets such as Net Revenue Retention.
  • Deep expertise in building scalable post-sale customer journeys for retail and institutional clients.
  • Strong understanding of global banking regulatory requirements, including KYC and AML.
  • Demonstrated ability to drive strategic change and process adoption across a global organization.
  • Exceptional executive leadership, coaching, and conflict resolution skills.
  • Previous experience in crypto is highly beneficial, or strong personal interest and knowledge of crypto.
  • A dedicated workspace.
  • 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 goals.
  • Opportunity to work with a high-performance, globally distributed team.
  • Work for a company focused on improving lives through cutting-edge technology.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Medical Reductions Specialist

Bush & Bush Law Group 1-10 Specialized Consumer Services

Bush & Bush Law Group is seeking a Medical Reduction Specialist to manage medical lien reduction requests, provider negotiations, and case documentation in support of client outcomes.

10 hours, 51 minutes ago

Forward Deployed Engineer

C-Serv 11-50 Internet Software & Services

Join an AI security platform backed by a large enterprise as a Forward Deployed Engineer owning technical delivery for enterprise clients and shaping how the product is deployed at scale.

AWS Azure GCP LLM OAuth Python REST API SAML TypeScript
10 hours, 51 minutes ago

Customer Experience Associate

Ollie is hiring a remote Customer Experience Associate to support pet parents and customers through the Canine Care team, with the goal of delivering a world-class experience for a human-grade dog food subscription brand.

CRM
11 hours, 6 minutes ago

Customer Success Associate

Vestd 51-250 Capital Markets

Vestd is hiring a UK-based Customer Success Associate to manage onboarding and ongoing customer relationships for its sharetech platform, helping founders and leadership teams set up, adopt, and grow through share scheme management.

11 hours, 6 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers