VP of Customer Success

Role Description The VP of Customer Success is a full-time remote role responsible for leading customer success strategies and ensuring outstanding outcomes for an international portfolio of clients. This position oversees the end-to-end customer lifecycle, including onboarding, adoption, and expansion, while working closely with advisory, sales, and operations teams to align solutions with client needs. Day-to-day responsibilities include developing and implementing customer success frameworks, managing key accounts, analyzing customer health metrics, and driving initiatives that increase satisfaction and long-term retention. The role also involves building and mentoring a high-performing customer success team, refining customer experience processes, and contributing to revenue growth through upsell and cross-sell opportunities. The VP will regularly engage with senior client stakeholders, provide strategic guidance, and ensure that feedback is incorporated into service and product improvements.
Qualifications
Demonstrated expertise in Customer Satisfaction and Customer Experience, with a track record of improving client outcomes and service quality.
Strong background in Customer Retention and Account Management, including experience managing complex, high-value international accounts.
Proficiency in Sales within a consultative or advisory environment, with the ability to identify and execute upsell and cross-sell opportunities.
Extensive leadership experience in customer success or client services at a senior level, preferably in financial services, wealth management, or fiduciary environments.
Excellent communication, negotiation, and stakeholder management skills, with the ability to work effectively across cultures and time zones.
Strategic thinking and data-driven decision-making, including comfort with customer success metrics, analytics, and CRM tools.
Proven ability to build, scale, and coach high-performing remote teams.
Bachelor’s degree in Business, Finance, Management, or a related field; advanced degree or relevant certifications are an advantage.
Experience with international structures, cross-border compliance, or digital assets (crypto, stablecoins) is highly beneficial.

Work arrangement
Yes