Director, Customer Success

| Greater NYC Area | Hybrid
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Paxos was founded in 2012 as the first institutional and regulated crypto-exchange, our founding team quickly realized there was an opportunity to establish ourselves as the trusted leader in digital assets. By creating regulated digital assets like our USD-backed stable coin PAX, we’re giving customers the chance to process their financial transactions in safer, faster and more cost-effective ways. We’re also building solutions for some of the world’s best-known financial institutions to settle day-to-day transactions faster, cheaper and with the most modern technology. We believe the global financial system has relied too long on closed infrastructure and outdated technologies - it's time for a change.
Paxos has historically served primarily institutional and high transaction volume customers. We have been able to provide solid, personalized customer service with limited investment in internal processes and tools since we serve a niche customer base with a very narrow set of products and services.
This past year, Paxos has grown significantly in our customer set, the usage of our products as well as in the breadth and depth of our offerings. Our business is much more complex than it's ever been, and the market has also matured quite a bit, with increasing competition for the products and services that we provide. With greater competition, and a more diversified customer base, it's more important than ever for us to focus on Customer Success and improve every customer interaction. 
In order to help us support and scale our existing and future products, we are looking for a Director, Customer Success to join us and lead this initiative. The Director of Customer Success will define the way we think about Customer Success, establish scalable, global Customer Success operations and ensure Paxos will continue to lead the industry in this area. They will be obsessive about the customer experience and help reinforce our customer-first mindset and culture.

This is an exciting role that will lead Customer Success globally across the Company's products and services, and directly engage with our customers to build a strategic vision for the Paxos user experience. The Director will work cross-functionally with Product, Engineering, Operations, Compliance and other teams in the business. 

What you will do:

  • Build a standard, unified, global Customer Success Function, working cross-functionally to integrate and engage stakeholders
  • Quickly learn our business and identify ways we can improve our existing onboarding, customer support, and account management processes. Create a plan to roll out these improvements
  • Oversee team members and ensure appropriate staffing, talent management, acquisition, and SME development 
  • Enhance the Customer Success operating and engagement model using industry insights and business metrics
  • Provide business insights to senior stakeholders; use data to help drive decision-making around Relationship Management and building scale
  • Help define a strategic vision for technology automation and manage implementations

The work that you do will have a huge impact on Paxos’ goals and bottom line. This is an exciting opportunity to join a company and help build from the ground up. 

What you need to have:

  • At least ten years of experience in a Customer Success and or Customer Operations role; with three of these years in a team management capacity
  • Strong attention to detail and excellent communication / presentation skills
  • Demonstrated experience in creating scalable, repeatable processes
  • Ability to work in ambiguity, quickly pivot, and apply a proactive approach to Customer Success
  • Strong cross-functional stakeholder engagement
  • Analytical mindset and experience working with multiple, disparate data sets (for both qualitative and quantitative analyses)
  • Ability to provide meaningful insights through customer segmentation and ROI analyses
  • Knowledge of industry best practices and emerging trends
  • Passion for customer relationship-building, and the ability to prioritize accordingly
  • Natural inclination towards re-engineering and technology initiatives

Other than these qualifications, we're hoping to bring someone on board who loves what they do and can't wait to join an amazing team!

Paxos is an equal opportunity employer. It does not discriminate on the basis of sex, age, color, race, religion, marital status, national origin, ancestry, sexual orientation, physical and mental disability, medical condition, genetic information, veteran status or any other basis protected by federal, state or local law.

Who we are: We are a diverse group of individuals with backgrounds and experience in banking, startups, tech giants, and big-five consulting firms. We currently have about 110 employees across offices in New York, London and Singapore and have big plans for our growth. We’re looking for collaborative, creative, hard-working and intellectually curious people to help us make our vision a reality.

Why we matter: Paxos is the only technology company building financial services solutions that both customers and regulators can trust. We’re committed to pushing the boundaries of technology while also working with important stakeholder groups so we can build a financial system that is open and accessible to anyone around the world.

Who are our customers: Our customers run the gamut from individuals seeking access to digital assets and those who don’t want to be tied to a physical banking system, to large institutions seeking to improve their settlement infrastructure. Some of our clients today include big names like Credit Suisse, Societe Generale, Macquaire, INTL FCStone and Virtu. 

How we work: Paxos is driven by our four values. We believe that every Paxos employee is an owner, and employees consistently search for the truth in their work. We also believe in real-time candor and a shared commitment to excellence. These values are ingrained in everything we do and influence how we communicate and collaborate as an organization. 

Why we are a great place to work:  Paxos has been consistently named a Best Place to Work by BuiltIn. We offer all of the usual startup stuff like healthy snacks, coffee, and ping pong but we also offer generous healthcare coverage, PTO, and family leave. (We want employees to care for themselves both in and out of office.) In addition to the benefits and perks, Paxos offers employees the chance to have a real and measurable impact on a growing business: what you do today directly influences the Company goals. As a result, we enable every employee to substantially grow their careers.

Learn more about us: 

  • The Paxos Blog
  • Paxos Raises $65MM Series B
  • Podcast with Paxos Founder
  • Paxos Blog: Building the Future of Finance
  • Paxos Founder on CNBC’s Mad Money
  • Paxos in the WSJ
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Location

Midtown Manhattan, New York, NY 10011

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