Head of Customer Success (Fintech, Remote)

Job summary

This role involves leading and scaling the customer experience function across global markets, focusing on customer retention, satisfaction, and growth. The Head of Customer Success will shape the vision and operational excellence of the organization, fostering a culture of service excellence and collaboration.

Qualifications

• Over 7 years of leadership experience managing client-facing teams in fintech, banking, or wealth management.
• Proven track record of managing P&L or revenue targets and driving operational change.
• Strong understanding of client onboarding processes and regulatory requirements (KYC/AML).
• Exceptional leadership and conflict resolution skills.
• Strong communication and stakeholder management abilities.
• Familiarity with cryptocurrency is a plus.
• Ability to work remotely with a reliable internet connection.

Responsibilities

Benefits

• Develop and implement a customer success strategy aligned with business objectives.
• Lead and mentor Customer Success leaders and regional teams.
• Optimize systems and processes for effective customer support.
• Ensure compliance with regulatory standards and quality assurance programs.
• Collaborate with cross-functional teams on strategic initiatives.
• Serve as the escalation point for high-priority customer issues.
• Track and report on key success metrics, including revenue growth and client retention.
• Fully remote position with flexible working conditions.
• Opportunity to influence a high-impact function in a growing organization.
• Flexible work schedule and PTO for work-life balance.
• Professional growth opportunities and an annual learning budget.
• Exposure to innovative technology and regulatory practices in financial services.