Head of Customer Success Full Time

About This Opportunity

As the remote Head of Customer Success, you will lead the global Customer Success organization and oversee customer experience, onboarding, retention, operational excellence, and support strategy across the business.

This is a senior leadership role responsible for building scalable customer success operations while ensuring exceptional service standards for both retail and institutional clients.

You’ll collaborate closely with Relationship Management, Sales, Product, Compliance, Engineering, and Marketing teams to drive customer retention, operational efficiency, revenue growth, and customer satisfaction within a regulated fintech and crypto banking environment.

Company: Xapo Bank
Accepting Applicants From: Remote from Anywhere

View the full job description and apply directly with Xapo Bank
*Please apply if you genuinely think you meet the requirements.*

What You Will Do

• Develop and execute the company-wide customer success strategy
• Lead and manage Customer Success leaders and regional teams
• Drive customer retention, onboarding, satisfaction, and product adoption
• Build scalable customer support systems and operational processes
• Ensure compliance with KYC, AML, and regulatory requirements
• Implement quality assurance programs and operational KPIs
• Partner cross-functionally with Product, Compliance, Engineering, and Marketing
• Serve as escalation point for high-priority customer issues
• Improve operational workflows and customer success performance
• Monitor revenue growth, retention, and customer satisfaction metrics
• Drive adoption of SOPs, KPIs, and operational standards across teams

What They’re Looking For

• 7+ years of leadership experience managing client-facing teams
• Background in fintech, banking, wealth management, or financial services
• Experience leading Customer Success, Account Management, Sales, or Support teams
• Strong understanding of KYC, AML, and global banking onboarding processes
• Proven ability to drive operational improvements and process adoption
• Experience managing revenue targets or P&L responsibilities
• Excellent leadership, communication, and stakeholder management skills
• Strong decision-making and conflict resolution abilities
• Ability to work effectively in fast-paced remote environments
• Preferred Qualifications
  Previous experience in crypto or digital asset companies
  Strong interest in Bitcoin and cryptocurrency
  Experience scaling customer success operations globally
  Experience managing institutional or high-net-worth customer relationships
  Knowledge of operational risk and compliance frameworks

Ideal Candidate

• Strategic customer success leader with fintech or banking experience
• Strong operational and process-oriented mindset
• Excellent people manager and team builder
• Customer-obsessed with focus on service excellence
• Comfortable working cross-functionally across global remote teams
• Commercially minded with strong analytical skills
• Adaptable, proactive, and highly organized

Benefits

• Fully remote work-from-anywhere environment
• Flexible PTO and work-life balance
• Learning and development support
• International remote-first culture
• Exposure to fintech, banking, and cryptocurrency operations
• Opportunity to shape global customer success strategy
• Collaborative and high-performance work environment

Tagged as: account management, Banking Customer Success, Client Success Manager, Customer Experience Manager, Customer Onboarding, Customer Operations Manager, Customer Retention, Customer Service Leadership, Customer Success Director, Customer Support Director, Fintech Customer Success, Head of Customer Success, remote from anywhere jobs, VP Customer Success