Head of Customer Success (Fintech)

TL;DR

Head of Customer Success (Fintech): Leading the Customer Success and technical support departments to drive customer retention and growth within a global distributed bank with an accent on strategic planning, regulatory compliance, and operational scaling. Focus on optimizing onboarding processes, managing P&L targets, and ensuring high CSAT and QA standards.

Location: Remote (Work from anywhere)

Company

hirify.global is a fully distributed global bank dedicated to economic freedom and wealth protection.

What you will do

• Develop and execute a comprehensive customer success strategy aligned with global business objectives.
• Lead, coach, and manage a global team of Customer Success and technical support leaders.
• Optimize operational systems and processes to ensure scalable and effective customer support.
• Ensure strict compliance with internal controls and regulatory standards, including KYC and AML.
• Collaborate cross-functionally with Product, Engineering, Compliance, and Marketing teams.
• Act as the primary escalation point for high-risk or critical customer issues requiring senior intervention.

Requirements

• 7+ years of experience managing multi-disciplinary client-facing teams in Fintech, Banking, or Wealth Management.
• Proven track record of managing a P&L or specific revenue targets.
• Deep expertise in retail and institutional client onboarding and global banking regulatory requirements (KYC/AML).
• Demonstrated ability to drive operational change and mandate process adoption.
• Exceptional leadership, coaching, and conflict resolution skills.
• Must have a dedicated workspace and a reliable, high-speed internet connection.

Nice to have

• Previous experience in crypto or a strong personal interest and knowledge of the domain.

Culture & Benefits

• 100% remote work environment allowing you to work from any country.
• Flexible PTO plan and autonomous work scheduling for a balanced work-life integration.
• Yearly budget for individual learning and professional development goals.
• Collaboration within a high-performance, diverse, and fully distributed team.