Vice President of Customer Success

Work Location: Our branch office is located in Los Angeles and will officially open in March.

Work Mode: The branch office offers a flexible work arrangement combining remote and on-site work.

Headquarters: Anchorage Digital is a global cryptocurrency platform/infrastructure provider, offering services including cryptocurrency custody, trading, staking, settlement, and governance.

Branch Office: We plan to open a branch office in Los Angeles next March. This branch office will focus on driving investment in the cryptocurrency options trading market and the development of digital assets through innovation and leadership, adhering to the principles of integrity and prudent investment, and providing reliable services to our clients.

In the process of business expansion, we will continue to uphold the principles of integrity, prudence, and stability in investment, adhere to long-termism, and focus on creating sustainable value growth for our clients. At the same time, we hope that by establishing a branch office in Los Angeles, we can deepen our connections with the North American market and build a bridge connecting global capital and digital asset innovation.

Company Benefits: Our company also offers the following benefits: stock dividends, monthly performance bonuses, annual performance bonuses, year-end bonuses, 401(k) retirement plan, medical insurance, accident insurance, and Bitcoin/Ethereum rewards.

Base Salary and Performance Incentives

Base Salary: Annual salary range $200,000 – $300,000 USD, determined based on experience and job level;

Allowances

Transportation and Housing Allowance: Approximately $5,000 USD annually

Health and Benefits Plan

Estimated Expenses: Medical insurance and additional company-provided benefits, estimated at $7,000 USD

Performance Bonuses: Annual and quarterly performance incentives, based on individual and company performance;

Cash Bonuses: Annual cash bonuses of $10,000 – $50,000 USD, with the option of equivalent ETH or BTC rewards.

Long-Term Incentives and Equity Plans

To encourage core team members to grow with the company, we offer a multi-tiered long-term incentive mechanism:

Stock Options: Options worth $30,000 – $50,000 USD are granted annually, accruing as the company's market capitalization grows;

Restricted Stock Units (RSUs): RSUs worth $30,000 – $50,000 USD are granted annually, with a four-year vesting period and stable vesting;

Partner Track: High-performing executives will have the opportunity to be promoted to partners, participating in long-term profit sharing and strategic decision-making.

Retirement and Wealth Accumulation

401(k) Retirement Savings Plan: The company matches contributions of 4%–6% over the years, helping you achieve steady wealth growth;

Example of Annual Company Contributions: Average contribution amount is approximately $15,000 – $30,000 USD per year.

Health and Well-being

We believe that excellence begins with health and balance.

Medical Insurance: Covers outpatient, inpatient, prescription drug, and emergency services; applicable to mainstream PPO/HMO plans.

Dental Insurance: Annual maximum reimbursement of $10,000 – $15,000 USD.

Vision Insurance: Annual reimbursement of lenses and frames of $10,000 – $15,000 USD.

Wellness Program: The company provides employees with online and offline psychological counseling, stress management, and EAP employee support services; annual benefit amount of $10,000 – $20,000 USD.

Total Health Benefits Estimated Value: Approximately $20,000 – $40,000 USD per person per year.

Holidays and Leave Policy

Paid Annual Leave: 30 days fixed annual leave + 15 additional days of flexible leave;

Statutory Holidays and Personal Leave: Fully paid;

Total Benefit Value of Holidays and Leave: Approximately $20,000 – $35,000 USD/year.

Transportation, Travel, and Relocation Support

Transportation Allowance: $10,000 – $20,000 USD/year;

Travel Reimbursement: Approximately $5,000 – $10,000 USD/year, depending on work arrangements;

Relocation Allowance: $10,000 – $25,000 USD support for inter-regional transfers or international assignments.

Team Culture and Employee Care

Company Team Building and Activities: Annual investment of $10,000 – $50,000 USD to promote team collaboration and corporate culture integration;

Fitness and Wellness Allowance: Annual $8,000 – $12,000 USD, covering gym access, yoga, and wellness classes;

Holiday Rewards and Employee Care Program: The company regularly organizes holiday celebrations, employee family days, and awards ceremonies.

Career Growth and Leadership Development

Training and Development Program: Annual training budget of $10,000 – $20,000 USD;

Education Grant Program: Up to $20,000 USD annual learning allowance for MBA programs, industry certifications, or overseas training;

Leadership Acceleration Program: Targeted development of future senior management and partner candidates.

Career Prospects

In our view, outstanding leadership not only deserves recognition but also deserves genuine achievement and a sense of belonging.

For senior managers who demonstrate exceptional vision, outstanding performance, and exceptional management skills in strategic planning, business development, or team leadership, the company offers a unique opportunity—promotion to Partner.

This is not merely a promotion, but a transformation from "professional manager" to "business partner."

As a Partner, you will be deeply involved in the company's strategic decision-making, share in the value generated by the company's growth, and drive the company's long-term vision at a higher level.

We are looking for not just excellent managers, but leaders with entrepreneurial mindset, a sense of responsibility, and the ability to inspire their teams.

Here, your efforts and wisdom will not only be recognized but also rewarded. For those who truly create impact, the Partner status is not a title, but proof of shared success.

Job Overview

The Vice President of Customer Success is responsible for the overall leadership of the company's customer success system, improving customer satisfaction, renewal rates, and long-term value, and achieving a sustainable partnership between customers and the company. This role involves developing customer success strategies, building teams, optimizing processes, and working closely with product, sales, and operations to ensure customers receive the best user experience and maximize business results.

Key Responsibilities

Strategy and Leadership

Develop and execute the company's overall customer success strategy and long-term goals.

Build and manage the customer success team, including recruitment, training, performance management, and organizational structure planning.

Establish scalable customer success processes, standards, and management systems.

Customer Lifecycle Management

Take full responsibility for the entire customer lifecycle, from onboarding, adoption, value enhancement, to renewal.

Monitor customer usage and customer health score, proactively addressing potential churn risks.

Drive product improvement through data and user feedback, increasing customer value and engagement.

Customer Relationships and Business Results

Maintain deep partnerships with key accounts, understand their business objectives, and provide strategic support.

Drive continuous improvement in metrics such as Customer Satisfaction (CSAT/NPS), renewal rate, expansion revenue, and net revenue retention rate (NRR).

Assist in identifying upsell/cross-sell opportunities and collaborate with the sales team to achieve business growth.

Cross-departmental Collaboration

Work with the product team to translate customer feedback into product optimization directions and priority requirements.

Collaborate with the sales team to ensure smooth customer handover, minimize discrepancies, and improve expectation management.

Work with the marketing team to uncover customer success stories for brand and growth promotion.

Data-Driven and Operational Management

Establish a data-driven customer success metrics system and monitor key performance indicators (KPIs) through dashboards.

Optimize customer success systems (CRM/CSM tools, such as Salesforce, HubSpot, Gainsight, etc.).

Regularly report the implementation status of customer success strategies and key operational data to management.

Qualifications Experience and Skills

Over 20 years of experience in customer success, customer management, after-sales service, or SaaS operations, including at least 10 years of senior management experience.

Preference will be given to candidates with successful experience in SaaS, internet, technology, fintech, or B2B enterprise customer service.

Familiar with building customer success systems and managing large-scale teams.

Strong data analysis skills; able to develop and implement strategies based on metrics.

Possesses excellent communication skills, cross-departmental collaboration abilities, and a customer-centric mindset.

Leadership Requirements

Able to enhance customer success across the entire organization through vision, strategy, and processes.

Strong execution capabilities, goal-oriented approach, and the ability to solve complex problems.

Skilled at managing change, driving organizational upgrades, and standardizing processes.