Xapo Bank

Head of Customer Success

Xapo Bank

full-time

Posted on:

Location Type: Remote

Location: Gibraltar

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Lead

About the role

  • 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
  • Directly manage and coach a team of Customer Success leaders, including the Customer Success Team Lead and regional leaders, providing guidance and performance feedback
  • Own and optimize the systems, processes, and operating environment that enable effective and scalable customer support
  • Establish and maintain a Quality Assurance (QA) program to monitor and improve the performance of the Customer Success team

Requirements

  • 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 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
  • Strong cross-functional communication and decision-making skills
  • Previous experience in crypto or a strong personal interest and knowledge is highly beneficial
Benefits
  • Work from anywhere
  • Flexible work-life balance
  • Opportunities for individual learning and development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer success strategycustomer retentioncustomer satisfactionproduct adoptionP&L managementregulatory complianceKYCAMLoperational change managementprocess adoption
Soft Skills
leadershipcoachingcross-functional communicationdecision-makingperformance feedbackstrategic directionguidanceteam managementinterpersonal skillsorganizational skills