Head of Customer Success at Xapo Bank

About the Company

Xapo Bank is a globally distributed fintech organization committed to enabling economic freedom and wealth protection for individuals worldwide. With a remote-first culture spanning 30+ countries, we are building a future where financial access is borderless, secure, and empowering.

Role Overview

We are seeking a strategic and experienced Head of Customer Success to lead and scale our global Customer Success function. This leadership role is responsible for driving customer satisfaction, retention, and revenue growth, while ensuring a seamless and high-quality customer experience across all touchpoints.

You will oversee Customer Success, Support, and related client-facing teams, working closely with Product, Sales, Compliance, and Marketing to deliver customer-centric outcomes.

Key Responsibilities

Strategic Leadership

• Define and execute a global Customer Success strategy aligned with business objectives
• Establish measurable KPIs focused on retention, customer satisfaction, and product adoption
• Drive initiatives that support sustainable revenue growth and customer lifetime value

Team Leadership & Development

• Lead, mentor, and scale a high-performing Customer Success and Support team
• Foster a culture of accountability, collaboration, and service excellence
• Implement structured training and development programs

Operational Excellence & Compliance

• Optimize systems, processes, and workflows for scalability and efficiency
• Ensure adherence to regulatory standards (KYC, AML, data privacy) in partnership with Compliance teams
• Implement QA frameworks to monitor and continuously improve team performance

Cross-Functional Collaboration

• Partner with Product, Engineering, Sales, and Marketing to enhance customer experience
• Act as a senior escalation point for complex or high-risk customer issues
• Represent Customer Success in strategic planning and cross-functional initiatives

Requirements

• 7+ years of experience managing customer-facing teams (Customer Success, Sales, Support) in fintech, banking, or wealth management
• Proven track record of owning revenue targets or P&L responsibilities
• Strong knowledge of onboarding processes and global regulatory frameworks (KYC/AML)
• Demonstrated ability to drive operational improvements and change management
• Exceptional leadership, communication, and stakeholder management skills
• Experience or strong interest in cryptocurrency is an advantage

Success Metrics

• Revenue growth and achievement of annual targets
• Customer retention and expansion within high-value segments
• Adoption of operational processes and performance frameworks
• Customer Satisfaction (CSAT) and Quality Assurance (QA) scores

What We Offer

• 100% remote work with flexible scheduling
• Opportunity to work with a globally distributed, high-performing team
• Learning and development budget for continuous growth
• A mission-driven environment focused on innovation and impact

How to Apply

Interested candidates should

Click here to apply