Chief Customer Officer (Fintech)

Location: Gibraltar headquarters; 100% remote and work from anywhere globally

Company

hirify.global is a regulated digital bank offering Bitcoin and USD accounts, cards, Bitcoin-backed loans, wealth and credit products, stocks, ETFs, and stablecoins.

What you will do

• Own the retail and institutional Customer P&L, including customer contribution, balances, margin, acquisition cost, retention, and assets under management.
• Lead the roadmap for deposits, savings, lending, credit, trading, and structured balance-sheet products, with product economics priced with Finance and aligned with Risk and Treasury.
• Own Growth, lifecycle activity, customer acquisition, approved-to-paid conversion, CAC, activation, and member retention.
• Lead Client Coverage and Product Design while improving AUM flow, covered-book retention, product adoption, and the member experience.
• Build one operating model across Growth, Client Coverage, Mission Product Management, and Product Design with shared key results and a ranked roadmap.
• Partner with Finance, Risk, Compliance, Operations, Technology, and executive leadership to make customer decisions that meet regulated-bank and crypto-native requirements.

Requirements

• 10+ years of senior commercial or customer leadership experience, such as CCO, Chief Growth or Commercial Officer, MD, Head of Retail or Wealth, or equivalent, in digital banking, fintech, or payments.
• Meaningful experience in a regulated environment, including a banking licence, e-money, or an equivalent prudential or conduct regime.
• Hands-on experience building and growing customer propositions involving digital assets, custody, on-chain flows, Bitcoin-backed lending, or similar crypto-native products.
• Experience owning a customer or product P&L measured by contribution, balances, and margin, with fluency in NIM, unit economics, customer contribution, and LTV:CAC.
• Experience acquiring, activating, and retaining members in a regulated, KYC-heavy environment while improving approved-to-paid conversion and churn and managing CAC against LTV.
• Experience leading product management for balance-sheet products such as savings, lending, or structured products, with Finance-priced economics and product managers accountable for contribution.
• Ability to build customer business cases that withstand Finance, Risk, and Compliance scrutiny and distinguish sustainable growth from growth that increases future risk.
• A demonstrable record of owning and explaining outcomes such as LTV:CAC, approved-to-paid, churn, AUM, or customer contribution, including decisions to stop unsupported bets.
• A dedicated workspace, reliable internet connection, and alignment with Xapo's values and Values-Driven Leadership principles.

Nice to have

• Experience with client coverage or relationship-managed models for high-balance and institutional clients.

Culture & Benefits

• 100% remote work from anywhere in the world within a fully distributed team.
• Flexible scheduling, autonomy, collaborative teamwork, and a flexible PTO plan.
• High-performance environment focused on learning, growth, accountability, consumer protection, transparency, and ethical conduct.
• Annual budget for individual learning and development, including books and conferences.

Hiring process

• During the first 30 days, document the Customer P&L baseline and share an independent assessment with the CEO and Board.
• By day 60, launch the unified Customer operating model and economics-led roadmap.
• By day 90, deliver at least one measurable improvement in LTV:CAC, approved-to-paid, churn, or net new AUM flow.