Head of Customer Success - Remote Leadership Role

About the Role

We are looking for a Head of Customer Success to join our dynamic team at Xapo Bank. This is a fully remote position, allowing you to work from anywhere in the world. As the Head of Customer Success, you will play a pivotal role in ensuring customer satisfaction and retention, making a significant impact on our global operations.

What You'll Do

• Develop and execute a comprehensive customer success strategy that aligns with Xapo's business objectives.
• Lead and manage the Customer Success department, focusing on team development and operational excellence.
• Implement training programs to enhance the skills and knowledge of the Customer Success team.
• Drive customer retention and satisfaction through effective strategies and metrics.
• Collaborate with cross-functional teams including Sales, Product, and Marketing to ensure a seamless customer experience.
• Monitor and optimize customer support processes to ensure compliance with regulatory standards.
• Act as the escalation point for critical customer issues requiring senior-level intervention.
• Achieve revenue growth and client retention targets while maintaining high customer satisfaction scores.

Requirements

• 7+ years of experience in managing client-facing teams in a regulated financial services environment.
• Proven track record of achieving revenue targets and managing P&L.
• Deep understanding of client onboarding processes and regulatory requirements.
• Exceptional leadership and coaching skills with a focus on team accountability.
• Strong communication and decision-making abilities.
• Experience in the crypto space is a plus.

Nice to Have

• Experience with blockchain technologies.
• Knowledge of customer success metrics and KPIs.
• Familiarity with customer relationship management (CRM) tools.

What We Offer

• Work from anywhere in the world with a flexible schedule.
• Generous PTO policy to ensure work-life balance.
• Annual budget for personal learning and development.
• Collaborative and high-performance team environment.
• Opportunity to make a global impact through innovative technology.

Join us at Xapo Bank as the Head of Customer Success and be part of a team that values diversity, innovation, and excellence. This remote position offers you the chance to shape the future of financial services while enjoying the flexibility of working from anywhere.