This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Head of Customer Success in Luxembourg.
We are seeking a strategic and results-driven Head of Customer Success to lead and scale the customer experience function across global markets. This role is responsible for shaping the vision, strategy, and operational excellence of the entire Customer Success organization, including technical support and regional teams. You will drive customer retention, satisfaction, and growth while fostering a culture of service excellence, accountability, and collaboration. This position offers the opportunity to influence cross-functional initiatives, mentor emerging leaders, and implement scalable systems that enhance the customer journey across a fast-paced, highly regulated environment.
Accountabilities
The Head of Customer Success will:
- 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
Ideal candidates should have:
- 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.
Why Apply Through Jobgether?
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
