Head of Customer Success | FinTech & Crypto (Remote)

Talantir; Madrid; Remote; EUR 120,000 - 180,000; Full time

Benefits offered by this job

Fully remote role

Flexible work schedule

Annual learning & development budget

Conferences & certifications

Growth opportunities with globally-dis

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership experience

P&L management

Regulatory knowledge (KYC/AML)

Cross-functional leadership

Stakeholder management

Crypto knowledge/interest

Remote work capability

Ethical leadership

Job description

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.