Vice President, Customer Success - Digital Asset & Financial Technology

Company: A HILLHOUSE-backed Digital Asset & Financial Technology Platform

Location: United States (Remote)

We are a fast-growing digital asset and financial infrastructure company backed by Hillhouse Capital, one of the world’s leading long-term investment firms. Our mission is to build secure, compliant, and scalable crypto-financial solutions for institutional and high-growth clients globally.

As we scale our platform and client base, we are seeking a Vice President of Customer Success to build and lead a world-class customer success organization, ensuring long-term client value, retention, and expansion across institutional and strategic accounts.

The VP of Customer Success will be responsible for the full post-sales client lifecycle, including onboarding, adoption, relationship management, retention, and revenue expansion. This role sits at the intersection of product, operations, compliance, and revenue, and will serve as a key executive partner to Sales, Product, and Executive Leadership.

This is a hands-on leadership role suited for an operator who can design scalable CS processes while directly engaging with high-value institutional clients.

• Own the global customer success strategy for institutional, enterprise, and strategic clients
• Build, lead, and scale a high-performing Customer Success and Account Management team
• Drive client onboarding, adoption, engagement, retention, and renewal across the customer lifecycle
• Act as an executive sponsor for key accounts, maintaining senior-level client relationships
• Partner with Sales to drive upsell, cross-sell, and expansion revenue opportunities

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• Collaborate closely with Product and Engineering to translate client feedback into roadmap priorities
• Ensure client success practices align with regulatory, compliance, and risk management requirements
• Develop KPIs and dashboards (NPS, churn, expansion, LTV, adoption metrics) to track performance
• Establish standardized playbooks, success plans, and escalation frameworks
• Represent the voice of the customer at the executive and board level when needed

• 10+ years of experience in Customer Success, Account Management, or Client Operations, with at least 5 years in a senior leadership role
• Prior experience in crypto, digital assets, fintech, SaaS, or financial services strongly preferred
• Proven track record managing enterprise or institutional clients, including complex onboarding and long sales cycles
• Strong commercial mindset with experience supporting revenue growth and retention

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• Deep understanding of customer lifecycle management and success metrics
• Ability to operate effectively in a remote, global, fast-scaling environment
• Exceptional communication and executive presence, capable of engaging C-level stakeholders
• Experience working in regulated or compliance-sensitive environments is a strong plus

• Opportunity to build and lead a critical function within a Hillhouse-backed platform
• Competitive executive-level compensation (base + performance incentives)
• Meaningful equity or long-term incentive participation
• Full remote flexibility within the United States
• Direct collaboration with executive leadership and strategic investors
• High-impact role in shaping the future of digital finance infrastructure