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 general 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.

📌 Head of Customer Success (Madrid)
🏢 Talantir
📍 Madrid