Head of Customer Success (Remote - Work from Anywhere)

Head of Customer Success (Remote - Work from Anywhere)

At Xapo, we are looking for a Head of Customer Success to lead our efforts in ensuring our customers are satisfied and successful. This is a strategic leadership role where you will oversee the Customer Success department and work closely with various teams to enhance customer experiences.

About the Role

The Head of Customer Success will be responsible for the overall success and satisfaction of our customers. You will develop and execute strategies that promote customer retention and growth while ensuring a seamless customer experience. This role requires strong leadership, strategic thinking, and collaboration across departments.

What You'll Do

• Strategic Leadership & Planning: Create a customer success strategy that aligns with our business goals. Focus on customer retention, satisfaction, and product adoption.
• Team Leadership & Development: Manage and coach the Customer Success team. Foster a culture of accountability and service excellence. Implement training programs for team development.
• Operational & Regulatory Oversight: Optimize systems and processes for effective customer support. Ensure compliance with internal controls and regulatory standards.
• Stakeholder Engagement & Collaboration: Collaborate with other departments, represent Customer Success in projects, and address critical customer issues.

What We're Looking For

• 7+ years of experience managing client-facing teams in a fast-paced or regulated financial services environment.
• Proven success in managing a P&L or revenue target.
• Understanding of client onboarding processes and regulatory requirements (KYC/AML).
• Ability to drive operational change and process adoption.
• Exceptional leadership, coaching, and conflict resolution skills.
• Strong communication and decision-making skills.
• Experience in crypto or a strong personal interest in the field is a plus.

Nice to Have

• Previous experience in a similar role within the fintech or banking sector.

What We Offer

• Salary: Competitive salary based on experience.
• Work-Life Balance: Flexible work schedule and a generous PTO plan to recharge.
• Learning Opportunities: A yearly budget for your personal learning and development.
• Global Impact: Work remotely from anywhere and contribute to improving lives through technology.

Join us at Xapo and help shape the future of customer success in the financial services industry!