Senior Vice President of Customer Success and Global Service Excellence

Job Title: Vice President of Customer Success

Department: Global Client Services & Strategic Customer Experience

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

Location: Los Angeles, California / Hybrid

Company Introduction

Poloniex is a global digital asset exchange trusted by millions of users for secure, fast, and intuitive cryptocurrency trading. Backed by advanced technology, strong compliance foundations, and years of continuous platform evolution, Poloniex offers spot trading, innovative token listings, liquidity solutions, staking rewards, and a growing suite of Web3 financial services.

With operational hubs across Asia, Europe, and the Americas, Poloniex is expanding its global footprint and strengthening its user-focused ecosystem. The Los Angeles office plays a central role in scaling global operations, elevating customer experience, and delivering consistent service excellence across diverse markets.

Poloniex’s mission is to create a secure, transparent, and accessible digital asset environment for users worldwide. By combining advanced technology with world-class customer support and operational discipline, Poloniex aims to deliver a seamless trading experience and reinforce its position as a leading global crypto exchange.

Job Overview

The Vice President of Customer Success is a senior executive leader responsible for driving Poloniex’s global customer experience strategy, service delivery operations, and long-term client engagement. This role oversees large-scale customer-facing programs across support operations, VIP services, dispute management, compliance support, and user lifecycle management.

Reporting to the CEO and EVP, the VP will collaborate closely with Support Operations, Engineering, Product, Compliance, Risk, Marketing, Institutional Services, and Global Strategy teams.

The ideal candidate is an experienced customer success leader with deep knowledge of digital assets, trading platforms, fintech, or high-volume digital service environments—capable of turning strategic goals into measurable customer outcomes.

Key Responsibilities

Customer Success Leadership & Global Service Execution

Define and lead Poloniex’s global customer success strategy across retail, VIP, and institutional segments.

Oversee end-to-end customer experience operations, including support infrastructure, response quality, and global service consistency.

Translate Poloniex’s mission into customer-focused service frameworks, user engagement models, and measurable success outcomes.

Ensure global support and success programs align with executive priorities.

Cross-Functional Customer Experience Management

Collaborate with Product and Engineering to resolve complex platform issues and enhance user experience across trading, wallets, security, and onboarding.

Partner with Compliance, Risk, and Legal teams to ensure customer-facing processes meet global regulatory and KYC/AML requirements.

Work closely with Marketing, Institutional Services, and Operations to support user education, retention, product launches, and community engagement.

Process Optimization & Service Quality

Establish customer success governance standards, service playbooks, communication protocols, and risk-control guidelines.

Build and manage dashboards for monitoring customer satisfaction (CSAT), ticket performance, NPS, retention metrics, and service SLAs.

Continuously refine service processes to improve response times, user satisfaction, and operational efficiency.

Strategic Expansion & Global Coordination

Lead global customer success programs to support Poloniex’s growth across North America, LATAM, Europe, and APAC.

Drive initiatives related to user onboarding, localization of support content, VIP support models, and service readiness for new market regions.

Represent the Customer Success function in executive forums, strategic planning, and external partner discussions.

Data-Driven Customer Insights & Experience Analytics

Develop metrics, KPIs, and reporting frameworks to measure service quality and user engagement.

Conduct root-cause analyses on user issues, escalations, and behavioral patterns to improve customer outcomes.

Use data-driven insights to influence product roadmaps, prioritization, and risk mitigation.

Leadership & Organizational Development

Build and lead a high-performing global customer success organization—including support operations, VIP services, and user advocacy functions.

Foster a culture of empathy, accountability, continuous improvement, and transparent communication.

Strengthen global coordination across Poloniex’s customer service centers and regional teams.

Qualifications

20+ years of leadership experience in customer success, client services, support operations, or strategic customer experience roles.

Proven experience in crypto exchanges, fintech, trading platforms, or high-volume digital service ecosystems.

Demonstrated ability to lead complex global initiatives involving product, engineering, compliance, risk, and operations teams.

Strong understanding of digital asset markets, user lifecycles, trading behaviors, support operations, and regulatory expectations.

Expertise in customer experience governance, large-scale service operations, crisis management, and executive-level communication.

Bachelor’s degree required; MBA or relevant professional certifications preferred.

Core Competencies

Customer-Centric Strategy: Converts company goals into measurable customer experience programs.

Crypto/Fintech Expertise: Understands exchange operations, user behavior, and compliance-driven processes.

Operational Leadership: Ensures consistent, high-quality service delivery across global teams.

Service Excellence & Process Control: Builds scalable frameworks that improve efficiency and reduce risk.

Influence & Communication: Aligns stakeholders around customer-first priorities.

Global Coordination: Operates effectively across time zones, cultures, and regulatory environments.

Benefits

Competitive executive compensation with performance-based bonuses.

Eligibility for long-term equity or token-based incentives.

Comprehensive medical, insurance, and retirement benefits.

Relocation and mobility support for qualified executives.

Opportunities to represent Poloniex at major crypto, fintech, and institutional finance events.

Expected Outcomes (12–18 Months)

Deliver a unified global customer success framework aligned with Poloniex’s growth strategy.

Elevate user satisfaction, retention, and service performance across all regions.

Improve response efficiency, resolution accuracy, and cross-team collaboration.

Strengthen Poloniex’s reputation for reliability, transparency, and high-quality support.

Build a scalable global Customer Success organization supporting multi-market expansion.