Work from anywhere, impact everywhere

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!

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, 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.

Responsibilities:

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,...