VP of Customer Success (Remote - Work from Anywhere)

Xapo seeks a VP of Customer Success to lead global strategy, drive retention, and mentor teams in a fully remote, flexible environment.

This senior executive position is tasked with defining and executing the global vision for customer success and satisfaction at Xapo Bank. As a key member of the leadership team, the incumbent will develop strategies that enhance customer retention, expansion, and advocacy while aligning with the bank's broader business objectives.

Responsibilities

• Own the company-wide customer success strategy, ensuring alignment with Xapo’s long-term growth and business goals.
• Build a scalable framework to boost product adoption, improve retention rates, and increase customer lifetime value.
• Collaborate with Product leaders to create feedback loops that turn customer insights into actionable roadmap improvements.
• Work with Marketing to craft customer-centric messaging, case studies, and testimonials that support go-to-market efforts.
• Lead, mentor, and inspire Customer Success leaders, fostering a culture of accountability and continuous improvement.
• Ensure strict compliance with internal controls and regulatory standards, including KYC, AML, and data privacy, in partnership with Risk and Legal teams.
• Establish and refine a Quality Assurance program to monitor and elevate the performance of the Customer Success organization.

Requirements

• 10+ years of progressive experience leading multi-disciplinary, client-facing teams (Customer Success, Account Management, Support) in global financial services or technology.
• Proven track record of managing P&L or significant revenue-influencing targets, such as Net Revenue Retention.
• Deep expertise in designing scalable post-sale customer journeys for both retail and institutional clients.
• Strong understanding of regulatory requirements for a global bank, including KYC and AML.
• Demonstrated ability to drive strategic change and process adoption across a global organization.
• Exceptional executive leadership, coaching, and conflict resolution skills.
• Access to a dedicated workspace and a reliable, high-speed internet connection.

Nice to have

• Previous experience in the crypto industry or a strong personal interest and knowledge in the field.

What the company offers

• 100% remote work from any location worldwide.
• Flexible work schedule and a flexible PTO plan to recharge when needed.
• Annual budget for individual learning and development goals.

About the company

Xapo prioritizes consumer protection and adheres to regulatory requirements by ensuring that all employees are accountable for upholding principles of fair treatment, transparency, and ethical conduct. The company fosters a culture of accountability, excellence, and continuous improvement.

• Prioritizing consumer protection and regulatory compliance.
• Upholding principles of fair treatment, transparency, and ethical conduct.
• Fostering a culture of accountability, excellence, and continuous improvement.