Head of Customer Success - Remote

Overview

sFOX is a full-service prime dealer uniting liquidity from over 30 exchanges and OTC desks in one easy-to-manage platform. sFOX's platform provides traders with best execution services from a single account, a single counterparty, and a single workflow — giving traders greater capital efficiency. Its smart order router algorithmically routes traders to the most competitive prices worldwide, reducing slippage and improving trade performance across immense scale.

sFOX is committed to the highest standards of investor protection and reliability. The platform is SOC 2 certified and provides access to the market 24/7 with 99.99% uptime. Founded in 2014, the company is backed by Social Capital, Digital Currency Group, Khosla Ventures, DHVC, Haystack, Blockchain Capital, Y Combinator, and executives from PayPal and Airbnb.

We’re on a mission to open the world’s financial markets to everyone and we’re looking for exceptional talent to join our rapidly growing team.

In Short

• Own and execute all aspects of the client success function post sale
• Lead and develop the personnel of the client operations, client support, client operations teams
• Develop strategies to provide high touch service to our client base
• Develop standardized key performance indicators (KPIs) for the teams
• Monitor and optimize the operational performance of the teams
• Develop standardized client platform usage reporting
• Collaborate with senior leaders to solve identified problems
• Maintain budgetary discipline of the client services functions
• Develop presentations with client services metrics for investors
• Ensure high-quality client experience as the company grows

Requirements

• Proven leader of diverse teams with experience in developing personnel
• A team first attitude and desire to lead by example
• Experience developing key performance indicators
• A track record of maturing business functions processes
• A customer focused approach to problem solving
• Experience developing and presenting client facing materials
• Experience in the financial services industry
• Experience collaborating with senior leadership
• Strong ability to synthesize data into actionable outputs

Benefits

• A deep interest in the digital assets / crypto space
• Experience leading geographically dispersed teams
• Experience working with or leading client success teams
• Experience building a business function from early team member hiring
• General familiarity with APIs and trading