VP of Customer Success (Remote - Work from Anywhere)

Diversity is at the heart of who we are at Xapo Bank.
We’re a fully distributed team of over 150 Xapiens that work remotely from 30+ countries around the world.

Our beginning: A world that enjoys economic freedom and wealth protection,no matter where you live or who is running your country.
To achieve that, we search the world for the best people for the job.
We work hard, think globally, and inspire each other to learn and grow.
We are committed to changing the way things are done.

Although we are headquartered in Gibraltar, this is a full time, 100% remote position 
Work from anywhere!

The VP of Customer Success is a senior executive and strategic leadership role responsible for defining and executing the global vision for customer success and satisfaction at Xapo Bank. This individual will lead the entire Customer Success organization, including customer support and technical support teams, to deliver a world-class customer experience. 

The VP of Customer Success will be a key member of the leadership team, responsible for developing and executing strategies that drive customer retention, expansion, and advocacy. This role requires a blend of long-term strategic vision, executive leadership, and a deep focus on cross-functional alignment with Product, Marketing, Sales, and other key departments.

Executive & Strategic Leadership:

• →Define and own the company-wide customer success strategy and vision, ensuring it aligns with Xapo's overall business objectives and long-term growth.
• →Develop and implement a scalable framework for customer success that drives product adoption, enhances customer retention, and increases lifetime value.
• →Drive the strategic direction of the Customer Success department, championing customer-centricity across the entire organization.

Cross-Functional Collaboration:

• →Partner closely with Product leadership to create a robust feedback loop, translating customer insights into actionable product improvements and influencing the product roadmap.
• →Collaborate with the Marketing team to develop customer-centric messaging, create powerful case studies and testimonials, and support go-to-market strategies for new features and products.
• →Act as the primary executive partner for other departments, including Product, Engineering, Compliance, and Marketing, representing the voice of the customer in all strategic discussions.

Team Leadership & Development:

• →Lead, mentor, and inspire a team of Customer Success leaders, fostering a culture of accountability, excellence, and continuous improvement.
• →Implement and oversee scalable training and development programs to ensure the global team is equipped with the skills and knowledge to succeed and grow.
• →Serve as the executive escalation point for critical customer issues, providing decisive leadership and resolution.

Operational & Regulatory Oversight:

• →Own and optimize the systems, processes, and technology stack that enable an effective and scalable global customer success operation.
• →Ensure rigorous 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 refine a Quality Assurance (QA) program to monitor and elevate the performance and impact of the Customer Success organization.

• 10+ years of progressive experience building and leading multi-disciplinary, client-facing organizations (Customer Success, Account Management, Support) within a fast-paced, global financial services or technology environment.
• Proven track record of success in managing a P&L or significant revenue-influencing targets (e.g., Net Revenue Retention).
• Deep expertise in building scalable, post-sale customer journeys for both retail and institutional clients.
• Strong understanding of the regulatory requirements (KYC/AML) of 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 is highly beneficial.

• Net Revenue Retention (NRR): Achieve and exceed targets for customer and revenue retention/expansion.
• Customer Lifetime Value (CLV): Drive strategies to increase the overall value of our customer base.
• Product Adoption: Influence key product adoption and feature utilization metrics.
• Customer Satisfaction (CSAT) & Net Promoter Score (NPS): Meet or exceed targets for customer satisfaction and advocacy.

• 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.