VP of Customer Success

Responsibilities

• Define and own the global customer success strategy and vision to align with long-term business growth.
• Develop scalable frameworks to drive product adoption, enhance retention, and increase customer lifetime value.
• Partner with Product leadership to translate customer insights into actionable roadmap improvements.
• Collaborate with Marketing to develop customer-centric messaging and support go-to-market strategies.
• Lead, mentor, and inspire a global team of Customer Success leaders and support professionals.
• Optimize the technology stack and operational processes to enable a scalable global operation.
• Ensure rigorous compliance with KYC, AML, and data privacy regulatory standards.
• Serve as the executive escalation point for critical customer issues.

Requirements

• 10+ years of progressive leadership experience building multi-disciplinary, client-facing organizations.
• Proven track record in managing a P&L or driving significant revenue-influencing targets like Net Revenue Retention.
• Experience in financial services or a fast-paced technology environment.
• Deep expertise in building scalable customer journeys for both retail and institutional clients.
• Strong understanding of global banking regulatory requirements, specifically KYC and AML.
• Exceptional executive leadership, coaching, and conflict resolution skills.
• Ability to work in a 100% remote environment with a dedicated workspace and reliable internet.

Preferred Qualifications

• Previous experience in the crypto industry.
• A strong personal interest in and knowledge of cryptocurrency and blockchain technology.

Benefits

• 100% remote work environment with the ability to work from anywhere.
• Flexible PTO plan to support work-life balance.
• Yearly budget for individual learning and professional development goals.
• Opportunity to work with a high-performance, global team.

About the Company

Xapo Bank is a fully distributed team of over 150 professionals working from 30+ countries. We are committed to providing economic freedom and wealth protection through cutting-edge technology, helping our users manage their assets regardless of where they live.