Chief Customer Officer

Xapo Bank is seeking a Chief Customer Officer (CCO) to lead the growth of customer assets, own the Customer P&L, and drive the customer experience across retail and institutional segments.

Position Overview

Xapo’s product suite has evolved from a Bitcoin vault into a comprehensive financial proposition, including:

• BTC and USD accounts with interest
• Global card with Bitcoin cashback
• Bitcoin-backed loans
• Growing suite of BTC wealth and credit products
• Access to stocks, ETFs, and stablecoins

This role is responsible for growing what members hold with Xapo, ensuring customer retention, and driving the Customer P&L. The CCO will oversee product management, product design, growth, and client coverage, ensuring every decision centers on customer contribution and assets held.

The success metrics include improving LTV:CAC, rising approved-to-paid, reducing churn, and ensuring customer contribution aligns with business planning.

The Mandate

1. Own the Customer P&L, retail and institutional.
   You will be accountable for customer contribution, including gross profit from balances, secured lending, Bitcoin yield, conversion, stocks, and ETFs, minus the cost of acquiring and retaining members. Success is measured by a Customer P&L that the Executive Committee and Board can plan against.
2. Grow what members hold with us through earning products.
   You will lead the roadmap for balance-sheet products such as deposits, savings, lending, credit, and trading. Each product is led by a mission Product Manager who owns the product’s contribution and its price on the balance sheet. Every item is priced by Finance before it is built, ensuring alignment with shared risk appetite.
3. Win the right members efficiently.
   You will own Growth, including audience, lifecycle, and content, ensuring efficient acquisition and activation. You will focus on improving CAC and approved-to-paid, finding members who bring other members, and activating them within the first week. Every incentive is priced before it runs.
4. Keep members and deepen relationships.
   Retention is the most efficient growth strategy. You will own churn and Client Coverage, ensuring relationship managers sell products to members who hold balances and loop demand back into the roadmap. Success is measured by net new AUM flow, covered-book retention, and broad-based growth.
5. Make the value of Xapo visible and the experience effortless.
   You will own Product Design, ensuring a unified design system and shell that clearly communicates member value and simplifies tasks. You will partner with Operations to remove friction at critical points.
6. Build one Customer organization.
   Growth, Client Coverage, Mission PMs, and Product Design will operate under one model, with shared frameworks for discovery, prioritization, and career paths. Engineering will be aligned to a single ranked roadmap.
7. Bring the regulated-bank and crypto-native lens to every customer call.
   You will ensure that KYC onboarding, AML monitoring, and customer propositions are aligned with both regulated banking and crypto-native needs.

How You’ll Operate

The CCO must lead from within the work, engaging directly with growth reviews, mission PM reviews, client meetings, and member calls. You will:

• Lead from inside the work.
  Engage with PMs, designers, and relationship managers at all levels, solving problems collaboratively.
• Move people with the business case.
  Diagnose problems, build cases with data and economics, and convince teams to re-prioritize based on evidence.
• Have extreme ownership.
  Own the Customer P&L and member metrics, not just feature ship dates. If a launch doesn’t improve contribution, LTV:CAC, approved-to-paid, or churn, change the approach.
• Have genuine gravitas.
  Senior leaders will welcome your input because you’ve earned the standing to give it. Challenge any executive’s plan constructively with evidence.
• Diagnose before you prescribe.
  Identify structural causes of issues like leaking funnels or churning segments and fix the economics, not just the symptoms.

What You’ll Have Done

• 10+ years in senior commercial or customer leadership (CCO, Chief Growth or Commercial Officer, MD or Head of Retail or Wealth) in digital banking, fintech, or payments, including experience in a regulated environment.
• Crypto-native credibility with hands-on experience in building and growing customer propositions around digital assets, custody, on-chain flows, Bitcoin-backed lending, etc.
• Ownership of a customer or product P&L judged on contribution, balances, and margin, with fluency in NIM, unit economics, customer contribution, and LTV:CAC.
• A track record of acquiring, activating, and retaining members in a regulated, KYC-heavy environment, improving approved-to-paid and reducing churn while maintaining justified CAC.
• Banking-grade product leadership with experience in savings, lending, or structured products, priced with Finance, and with PMs owning product economics.
• Commercial and risk fluency, capable of building a customer business case that survives scrutiny from Finance, Risk, and Compliance.
• A track record of specific outcomes such as LTV:CAC, approved-to-paid, churn, AUM, or contribution numbers you owned.

The First 90 Days

Day 30: Document the Customer P&L baseline across retail and institutional, including customer contribution, LTV:CAC, approved-to-paid, churn, net paid-member growth, and assets attracted and kept. Form an independent view of member wins, losses, and underserved areas, and share it with the CEO and Board.

Day 60: Implement the unified Customer operating model with one set of key results across Growth, Client Coverage, Mission PMs, and Product Design, read weekly from one source. Ensure every mission PM owns a product’s contribution and its price, and rank the roadmap based on earnings.

Day 90: Implement at least one measurable improvement in LTV:CAC, approved-to-paid, churn, or net new AUM flow, attributable to a change you made, not just a feature ship.

What This Role Is Not

• Not a requirements-gathering role; Mission PMs own product contribution and price.
• Not a volume role; focus is on assets held and margin earned, not transaction volume.
• Not a reporting layer; primary output should not be customer-insight or roadmap decks.
• Not a role that can be done from a distance; remote-first means distributed, not detached.

Other Requirements

• A dedicated workspace
• A reliable internet connection with the fastest speed possible
• Alignment with Xapo’s Values and Xapo Values-Driven Leadership principles

Why Work for Xapo?

Shape the Future: Improve lives through cutting-edge technology, work 100% remotely from anywhere in the world.

Great Work-Life Balance: Build amazing things with autonomy and collaborative teamwork, set your own work schedule, and enjoy a flexible PTO plan.

Expect Excellence: Collaborate, learn, and grow with a high-performance team. Receive a yearly budget for individual learning and development goals.