Head of Customer Success (Remote - Work from Anywhere)

Position overview

The Head of Customer Success is a strategic leadership role responsible for the overall success and satisfaction of our customers. This individual will lead the entire Customer Success department, including the Customer Success Team, and technical support teams. The Head of Customer Success will be responsible for developing and executing strategies that drive customer retention, and growth, while ensuring a seamless and positive customer experience. This role requires a blend of strategic thinking, people leadership, and operational discipline, with a strong focus on cross-functional collaboration with Relationship Managers, Sales, Product, and Marketing.

Responsibilities

Strategic Leadership & Planning:

• Develop and execute a comprehensive customer success strategy that aligns with the company's overall business objectives.
• Translate business objectives into actionable CS strategies and success metrics, focusing on customer retention, satisfaction, and product adoption.
• Drive the strategic direction of the Customer Success department, ensuring it is positioned to support the company's growth.

Team Leadership & Development:

• Directly manage and coach a team of Customer Success leaders, including the Customer Success Team Lead and regional leaders, providing guidance, and performance feedback.
• Foster a culture of accountability, service excellence, and customer-centricity within the team.
• Implement and oversee training and development programs to ensure the team is equipped with the skills and knowledge to succeed.

Operational & Regulatory Oversight:

• Own and optimize the systems, processes, and operating environment that enable effective and scalable customer support.
• Ensure compliance with all relevant internal controls and regulatory standards (e.g., KYC, AML, data privacy), in partnership with the Risk, Compliance, and Legal teams.
• Establish and maintain a Quality Assurance (QA) program to monitor and improve the performance of the Customer Success team.

Stakeholder Engagement & Collaboration:

• Act as the primary operational partner for other departments, including Product, Engineering, Compliance, and Marketing.
• Represent the Customer Success department in cross-functional projects and planning cycles.
• Serve as the escalation point for critical or high-risk customer issues that require senior-level intervention.

Skills needed

• 7+ years of progressive experience managing multi-disciplinary client-facing teams (Sales, Account Management, Support) within a fast-paced or regulated financial services environment (Fintech, Banking, Wealth Management).
• Proven success in managing a P&L or revenue target.
• Deep understanding of retail and institutional client onboarding processes and the regulatory requirements (KYC/AML) of a global bank.
• Demonstrated ability to drive operational change and mandate process adoption across a seasoned sales and relationship team.
• Exceptional leadership, coaching, and conflict resolution skills.
• Strong cross-functional communication and decision-making skills.
• Previous experience in crypto or a strong personal interest and knowledge is highly beneficial.

Key Deliverables & Success Metrics

• Revenue Growth: Achieve the regional Total Annualized USD Revenue target.
• Client Segmentation: Achieve target growth in high-value client segments.
• Operational Adoption: Achieve 100% adoption of new SOPs and KPIs/KRIs within the regional teams.
• Client Retention: Achieve target annual retention rate for high-value clients.
• Customer Satisfaction (CSAT): Meet or exceed CSAT and QA targets.

Other requirements

• A dedicated workspace.
• A reliable internet connection with the fastest speed possible in your area.
• Alignment with Our Values and the Xapo Values-Driven Leadership principles.