Head of Customer Success

Jobgether; Madrid; Remote; EUR 120.000 - 180.000; Vollzeit

Benefits dieser Stelle

Fully remote role

Flexible work schedule

Annual learning & development budget

Conferences & certifications

Growth opportunities with globally-dis

Zusammenfassung

Talantir is seeking a senior Customer Success leader to architect and drive a global strategy from Madrid, aligning retention, satisfaction, and product adoption with business objectives. You will coach regional leaders, scale operations, and ensure compliant, scalable support across the organization.

The role requires deep experience in fintech/crypto environments, strong P&L stewardship, and exceptional cross-functional collaboration.

Qualifikationen

• 7+ years of progressive leadership experience managing multi-disciplinary client-facing teams in fintech, banking, or wealth management.
• Proven ability to manage P&L or revenue targets and drive operational change across senior teams.
• Deep understanding of retail and institutional client onboarding processes and global regulatory requirements (KYC/AML).
• Exceptional leadership, coaching, and conflict resolution skills.
• Strong cross-functional communication, decision-making, and stakeholder management abilities.

Aufgaben

• Develop and execute a comprehensive customer success strategy aligned with overall business objectives, focusing on retention, satisfaction, and product adoption.
• Lead, coach, and mentor Customer Success leaders and regional teams, fostering a high-performance, customer-centric culture.
• Optimize systems, processes, and operational workflows to ensure effective, scalable customer support.
• Maintain oversight of regulatory compliance (KYC, AML, data privacy) and quality assurance programs.
• Act as a cross-functional partner with Product, Engineering, Compliance, Sales, and Marketing teams, representing Customer Success in strategic initiatives.
• Serve as the escalation point for high-priority customer issues and complex operational challenges.
• Track and report key success metrics, including revenue growth, client retention, CSAT, and operational adoption of SOPs and KPIs.

Kenntnisse

Leadership experience

P&L management

Regulatory knowledge (KYC/AML)

Cross-functional leadership

Stakeholder management

Crypto knowledge/interest

Remote work capability

Ethical leadership

Jobbeschreibung

In Spain.

Accountabilities

• Develop and execute a comprehensive customer success strategy aligned with overall business objectives, focusing on retention, satisfaction, and product adoption.
• Lead, coach, and mentor Customer Success leaders and regional teams, fostering a high-performance, customer-centric culture.
• Optimize systems, processes, and operational workflows to ensure effective, scalable, and compliant customer support.
• Maintain oversight of regulatory compliance (KYC, AML, data privacy) and quality assurance programs.
• Act as a cross-functional partner with Product, Engineering, Compliance, Sales, and Marketing teams, representing Customer Success in strategic initiatives.
• Serve as the escalation point for high-priority customer issues and complex operational challenges.
• Track and report key success metrics, including revenue growth, client retention, CSAT, and operational adoption of SOPs and KPIs.

Requirements

• 7+ years of progressive leadership experience managing multi-disciplinary client-facing teams in fintech, banking, or wealth management.
• Proven ability to manage P&L or revenue targets and drive operational change across senior teams.
• Deep understanding of retail and institutional client onboarding processes and global regulatory requirements (KYC/AML).
• Exceptional leadership, coaching, and conflict resolution skills.
• Strong cross-functional communication, decision-making, and stakeholder management abilities.
• Familiarity with cryptocurrency or a strong personal interest and knowledge in the space is highly advantageous.
• Ability to work remotely with a dedicated workspace and reliable high-speed internet connection.
• Alignment with values-driven leadership principles and a commitment to ethical customer engagement.

Benefits

• Fully remote role with the flexibility to work from anywhere while impacting global customer experience.
• Opportunity to shape a high-impact function in a fast-growing, innovative organization.
• Flexible work schedule and PTO plan to support work-life balance.
• Professional growth opportunities with a high-performance, globally distributed team.
• Annual learning and development budget to pursue individual goals, conferences, and certifications.
• Exposure to cutting-edge technology and regulatory practices in the financial services and crypto sectors.