Head of Customer Success

USA
Full time
Remote
Compensation is not specified
Role
Customer Success Manager
Description

sFOX operates as a comprehensive prime dealer by consolidating liquidity from numerous exchanges and OTC desks into a centralized, user-friendly platform. Traders benefit from superior execution services via a single account, counterparty, and workflow, enhancing capital efficiency. The platform utilizes a smart order router to direct traders towards the most competitive global prices, reducing slippage and elevating trade performance at scale.

Committed to top-tier investor protection and reliability, sFOX boasts SOC 2 certification and ensures 24/7 market access with 99.99% uptime. Established in 2014, sFOX secures backing from industry leaders like Social Capital, Digital Currency Group, Khosla Ventures, DHVC, Haystack, Blockchain Capital, Y Combinator, as well as executives from PayPal and Airbnb.

The company aspires to democratize global financial markets and seeks outstanding individuals to join its expanding team.

Role

As the Head of Customer Success at sFOX, you play a pivotal role in guaranteeing the organization's delivery of exceptional client experiences. You will oversee the success and engagement of clients post-sales, covering tasks such as prompt onboarding, effective platform adoption, consistent client engagement, and proactive relationship management. This leadership position entails developing engagement strategies, collaborating with internal teams, and leading the client success department, including team recruitment and development. You will closely collaborate with the Head of Operations and the executive team to refine sFOX's client relationship framework, assess its effectiveness, and evolve client-centric programs as the company scales. We seek a visionary leader passionate about process development, performance evaluation, cultivating trust-based client relationships, and nurturing personnel growth.

Responsibilities

  • Execute all client success functions post-sale
  • Lead and nurture the client operations, client support, and client operations teams
  • Devise strategies to deliver high-touch service and define necessary programs for achieving desired outcomes
  • Establish standardized KPIs in conjunction with executive leadership to monitor client service operations and reporting
  • Continually optimize team performance and operations
  • Develop and share client platform usage reporting and visuals for strategic reviews
  • Collaborate with cross-functional teams to address challenges and enhance processes
  • Ensure budget adherence of client services functions, while advocating strategic expenditures aligned with company goals
  • Prepare client services metrics presentations for investors and the board
  • Uphold top-quality and scalable client experiences as sFOX expands

Requirements

  • Demonstrated experience leading diverse teams and developing personnel in a fast-paced, growing environment
  • Collaborative, team-first mentality with a lead-by-example attitude
  • Track record in developing KPIs, evaluating team activities, and enhancing operational efficiency
  • Customer-centered problem-solving approach with a focus on exceptional client experiences
  • Background in the financial services industry, particularly with institutional investors
  • Proficiency in developing client-facing materials and managing client interactions
  • Collaborative experience with senior leadership on client-focused strategic initiatives
  • Proficient in synthesizing data into actionable insights

Nice to Have

  • Interest in digital assets/cryptocurrency
  • Leadership of geographically dispersed teams in a remote work setup
  • Client success team management experience
  • Establishment of business functions from their inception to full-scale operations
  • Familiarity with APIs and trading

sFOX embraces remote work culture. The salary range for this role is $150,000-$175,000 annually, depending on experience, qualifications, and location.

sFOX is dedicated to fostering diversity in its workforce and is proud to be an equal opportunity employer, making hiring decisions based on merit and skills, free from discrimination based on protected characteristics.

Skills Required
Avatar
SFOX
Company size
Not specified
Location
United States
Description
Not specified

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