💼 About This Role

You'll lead the entire Customer Success department at Xapo Bank, a fully remote fintech company. Your core impact will be developing strategies that drive customer retention and growth while ensuring a seamless experience across global teams. This role combines strategic planning, people leadership, and operational discipline.

🎯 What You'll Do

• Develop and execute comprehensive customer success strategy aligned with business objectives.
• Manage and coach Customer Success leadership team, fostering accountability and excellence.
• Own and optimize systems and processes for scalable customer support and compliance.
• Collaborate cross-functionally with Product, Engineering, Compliance, and Marketing teams.

📋 Requirements

• 7+ years managing multi-disciplinary client-facing teams in financial services.
• Proven success managing a P&L or revenue target.
• Deep understanding of KYC/AML regulatory requirements for a global bank.
• Demonstrated ability to drive operational change across seasoned sales teams.

✨ Nice to Have

• Previous experience in crypto or strong personal interest.
• Experience in fintech or banking environment.

🎁 Benefits & Perks

• 🌍 Work from anywhere - fully remote position.
• 📚 Learning budget - yearly budget for individual development.
• 🏖️ Flexible PTO - recharge when you need it.
• ⏰ Flexible schedule - set your own work hours.