VP of Customer Success (Remote - Work from Anywhere) at Xapo Bank

About Xapo Bank

At Xapo Bank, diversity is at the core of our identity. We are a fully distributed team of over 150 Xapiens working remotely from more than 30 countries globally. Our origin stems from a vision: a world where individuals enjoy economic freedom and wealth protection, regardless of their location or country's leadership. To achieve this, we seek out the best talent worldwide. We are dedicated, globally-minded, and continually inspire each other to learn and grow, committed to pioneering new ways of operating. While our headquarters are in Gibraltar, this is a full-time, 100% remote position, allowing you to work from anywhere!

Position Overview

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, which includes both customer support and technical support teams, to deliver an unparalleled customer experience. As a key member of the leadership team, the VP of Customer Success will develop and implement strategies that significantly drive customer retention, expansion, and advocacy. This role demands a blend of long-term strategic vision, executive leadership, and a profound focus on cross-functional alignment with Product, Marketing, Sales, and other critical departments.

Responsibilities:

Executive & Strategic Leadership:

• Define and own the company-wide customer success strategy and vision, ensuring it aligns seamlessly with Xapo Bank's overall business objectives and long-term growth.
• Develop and implement a scalable framework for customer success that actively drives product adoption, enhances customer retention, and increases customer 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 establish 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 impactful 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, consistently 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 necessary skills and knowledge to succeed and grow.
• Serve as the executive escalation point for critical customer issues, providing decisive leadership and effective resolution.

Operational & Regulatory Oversight:

• Own and optimize the systems, processes, and technology stack that enable an efficient and scalable global customer success operation.
• Ensure rigorous compliance with all relevant internal controls and regulatory standards (e.g., KYC, AML, data privacy), in close 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.

Skills Needed:

• 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 Profit & Loss (P&L) or achieving 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) pertinent 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 crypto space is highly beneficial.

Key Deliverables & Success Metrics:

• Net Revenue Retention (NRR): Achieve and exceed targets for customer and revenue retention/expansion.
• Customer Lifetime Value (CLV): Drive strategies designed 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.

Other Requirements:

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

Why Work for Xapo? Impact Globally, Work Remotely.

• Shape the Future: Improve lives through cutting-edge technology, working 100% remotely from anywhere in the world.
• Great Work-Life Balance: Build amazing things with a balance of autonomy and collaborative teamwork. Set your own work schedule and utilize a flexible PTO plan when you need to recharge.
• Expect Excellence: Collaborate, learn, and grow with a high-performance team. Learn in the way that suits you best, with a yearly budget for your individual learning and development goals, from books to conferences.

At Xapo Bank, we prioritize consumer protection and adhere to regulatory requirements by ensuring that all Xapiens are accountable for upholding principles of fair treatment, transparency, and ethical conduct in their interactions with customers and stakeholders.

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