Head of Customer Success
New
Work from anywhere!Full-TimeManager
Salary not disclosed
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Job Details
- Experience
- 7+ years
- Required Skills
- Account Management
Requirements
- 7+ years of progressive experience managing multi-disciplinary client-facing teams (Sales, Account Management, Support).
- Experience within a fast-paced or regulated financial services environment (Fintech, Banking, Wealth Management).
- Proven success in managing a P&L or revenue target.
- Deep understanding of retail and institutional client onboarding processes.
- Knowledge of regulatory requirements (KYC/AML) of a global bank.
- Demonstrated ability to drive operational change and mandate process adoption.
- Exceptional leadership, coaching, and conflict resolution skills.
- Strong cross-functional communication and decision-making skills.
- Dedicated workspace and reliable high-speed internet connection.
- Alignment with Xapo values and values-driven leadership principles.
Responsibilities
- Develop and execute a comprehensive customer success strategy that aligns with the company's overall business objectives.
- Translate business objectives into actionable CS strategies and success metrics.
- Directly manage and coach a team of Customer Success leaders and regional leaders.
- Foster a culture of accountability, service excellence, and customer-centricity.
- Optimize systems, processes, and the operating environment for effective support.
- Ensure compliance with internal controls and regulatory standards like KYC and AML.
- Establish and maintain a Quality Assurance (QA) program.
- Serve as the escalation point for critical or high-risk customer issues.
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