Vice President of Global Customer Success

Job Title: Vice President of Customer Success

Department: Global Client Success & Strategic User Engagement

Reporting to: Executive Vice President (EVP) / Chief Executive Officer (CEO)

Location: Los Angeles, California / Hybrid

Company Introduction

DigiFinex is a globally recognized cryptocurrency exchange that provides secure digital asset trading, institutional-grade infrastructure, and industry-leading customer protection to millions of users worldwide. Known for reliability, advanced compliance standards, and a seamless user experience, DigiFinex supports spot and derivatives trading, asset management products, and innovative digital finance solutions.

With an established presence across Asia, Europe, and the Middle East, DigiFinex is now expanding its strategic leadership footprint in the Americas. The Los Angeles office will serve as a central hub for elevating global client success, strengthening user relationships, enhancing post-trade support, and driving customer-centric growth across key markets.

DigiFinex’s mission is to create a secure, transparent, and user-empowered digital asset ecosystem. By combining strong technology, operational excellence, and personalized customer engagement, DigiFinex aims to set new global standards for client satisfaction and long-term user success in the crypto economy.

Job Overview

The Vice President of Customer Success is a senior executive responsible for designing and executing DigiFinex’s global customer success strategy. This role oversees client lifecycle management, VIP and institutional relationship retention, user engagement programs, and end-to-end post-trade support operations across all markets.

Reporting directly to the CEO and EVP, the VP of Customer Success will partner closely with Operations, Risk, Compliance, Product, Engineering, Institutional Coverage, and Marketing teams. The ideal candidate is an experienced leader who has scaled customer success organizations—preferably in fintech, cryptocurrency exchanges, or global financial platforms—and can convert customer insights into measurable improvements, enhanced loyalty, and user growth.

Key Responsibilities

Customer Success Strategy & Leadership

Define DigiFinex’s global customer success strategy across retail, VIP, and institutional user segments.

Build multi-year roadmaps for customer retention, lifecycle engagement, and performance optimization.

Translate DigiFinex’s mission of secure, user-centric digital finance into actionable success initiatives.

Align customer success priorities with executive leadership and global business strategy.

Client Lifecycle Management & Institutional Engagement

Oversee onboarding, activation, relationship management, and retention programs for institutional, enterprise, and high-value clients.

Build VIP and institutional success frameworks that deliver high-touch service and proactive account management.

Strengthen client education programs to improve platform usage, product adoption, and trading performance.

Lead initiatives supporting OTC services, custody support, institutional workflows, and complex post-trade needs.

Global Support Excellence & Customer Health Management

Enhance global support quality across multiple regions and languages, ensuring consistency and world-class service standards.

Collaborate with support operations to improve resolution workflows, customer communication, and reliability.

Establish customer health scoring, proactive outreach strategies, and risk-based engagement models.

Ensure user issues are managed efficiently with enterprise-level accuracy, compliance, and security focus.

Cross-Functional Collaboration

Partner with Product and Engineering teams to ensure customer insights shape feature development and platform reliability.

Work with Compliance and Legal teams to maintain frictionless but compliant processes for KYC/KYB, AML, fraud monitoring, and dispute escalation.

Support Marketing and Business teams by aligning customer success programs with growth, community, and retention initiatives.

Data-Driven Insights & Customer Experience Optimization

Build dashboards and analytics frameworks to track customer satisfaction, account health, retention performance, and operational KPIs.

Analyze user behavior and feedback to identify product gaps, systemic issues, and customer value opportunities.

Continuously refine workflow processes, communication approaches, compensation strategies, and service delivery models.

Global Client Success Organization & Leadership

Recruit and develop a high-performing global customer success organization spanning multiple regions.

Build a culture of empathy, operational excellence, accountability, and customer-first thinking.

Strengthen internal communication processes to ensure alignment across time zones and business units.

Qualifications

20+ years of leadership experience in customer success, account management, customer operations, or client services.

Significant experience in fintech, crypto exchanges, financial services, or large-scale platform environments.

Proven track record improving client satisfaction, reducing churn, and building institutional client programs.

Deep understanding of digital asset markets, trading operations, risk management, and regulatory considerations.

Expertise in operational strategy, customer analytics, workflow optimization, and enterprise account management.

Strong executive presence with excellent communication, stakeholder engagement, and decision-making skills.

Bachelor’s degree required; MBA or advanced degree preferred.

Core Competencies

Strategic Client Vision: Designs long-term customer success frameworks to maximize lifecycle value.

Crypto/Fintech Insight: Understands institutional user needs, market dynamics, and digital asset workflows.

Operational Excellence: Leverages data, technology, and process innovation to scale customer success impact.

Cross-Functional Influence: Collaborates effectively with Product, Engineering, Operations, Compliance, and Risk teams.

Experience Innovation: Develops forward-thinking engagement models and proactive service programs.

Global Perspective: Thrives in multinational environments and diverse regulatory contexts.

Benefits

Competitive executive compensation with performance-based bonuses.

Eligibility for long-term equity or token-linked incentive programs.

Comprehensive health, insurance, and retirement benefits.

Relocation support for qualified candidates.

Opportunities to represent DigiFinex at global crypto, fintech, and institutional events.

Expected Outcomes (12–18 Months)

Deliver a unified global customer success strategy aligned with DigiFinex’s user-centric vision.

Increase customer satisfaction, improve retention metrics, and strengthen institutional loyalty.

Launch enhanced onboarding, lifecycle management, and VIP/institutional engagement programs.

Improve global service quality through operational efficiency, proactive outreach, and process innovation.

Position DigiFinex as a market leader in customer success, trust, and long-term user engagement.