VP of Customer Success

This is a fully remote position, open to applicants in Gibraltar.

📋 Description

• Define and take ownership of the company-wide customer success strategy and vision, ensuring alignment with Xapo's overall business goals and long-term growth objectives.

• Develop and implement a scalable framework for customer success that promotes product adoption, improves customer retention, and boosts lifetime value.

• Drive the strategic direction of the Customer Success department, advocating for customer-centricity throughout the entire organization.

• Collaborate closely with Product leadership to establish a robust feedback loop, converting customer insights into actionable product enhancements and influencing the product roadmap.

• Work alongside the Marketing team to create customer-focused messaging, develop compelling case studies and testimonials, and support go-to-market initiatives for new features and products.

• Serve as the primary executive partner for other departments, including Product, Engineering, Compliance, and Marketing, acting as the voice of the customer in all strategic conversations.

• Lead, mentor, and inspire a team of Customer Success leaders, nurturing a culture of accountability, excellence, and continuous improvement.

• Implement and manage scalable training and development programs to ensure the global team has the skills and knowledge necessary to succeed and grow.

• Act as the executive escalation point for critical customer issues, providing decisive leadership and resolution.

• Own and optimize the systems, processes, and technology stack that facilitate an effective and scalable global customer success operation.

• Ensure strict compliance with all relevant internal controls and regulatory standards (e.g., KYC, AML, data privacy), in collaboration with the Risk, Compliance, and Legal teams.

• Establish and enhance a Quality Assurance (QA) program to monitor and elevate the performance and impact of the Customer Success organization.

⛳️ Requirements

• 10+ years of progressive experience in building and leading multi-disciplinary, client-facing organizations (Customer Success, Account Management, Support) within a fast-paced global financial services or technology setting.

• Proven track record of managing a P&L or achieving significant revenue-influencing targets (e.g., Net Revenue Retention).

• Extensive expertise in designing scalable, post-sale customer journeys for both retail and institutional clients.

• Strong knowledge of the regulatory requirements (KYC/AML) applicable to a global bank.

• Demonstrated ability to drive strategic change and process adoption across a global organization.

• Exceptional executive leadership, coaching, and conflict resolution skills.

• Previous experience in crypto or a strong personal interest and knowledge in the field is highly advantageous.

🏝️ Benefits

• Shape the Future

• Great work-life balance

• Expect Excellence