VP of Customer Success (Remote - Work from Anywhere)

2 hours, 35 minutes 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

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