Upbit.
Company Overview
Upbit, operated by Dunamu Inc., is a leading global digital asset exchange trusted by millions of users worldwide. Since its founding in 2017, Upbit has been at the forefront of the blockchain and digital finance revolution, providing a secure, transparent, and user-centric trading experience. Leveraging a strong regulatory foundation, cutting-edge technology, and a commitment to innovation, Upbit has become one of Asia's most respected fintech companies. As the company expands globally, it is committed to deepening customer relationships and setting new standards of excellence in customer success and experience management. Position
Vice President of Customer Success Department: Global Operations/Customer Experience Reporting to: Chief Operating Officer (COO) / Chief Executive Officer (CEO) Location: Los Angeles, California / Hybrid or Remote Job Overview
The Vice President of Customer Success will be responsible for developing and executing Upbit's global customer success strategy, ensuring that every user, from retail to institutional, receives a world-class experience throughout the entire customer lifecycle. This executive position requires a visionary leader with strategic insight, operational excellence, and a deep understanding of customer needs. This Vice President will lead a cross-functional team to drive customer engagement, satisfaction, loyalty, and advocacy, ensuring Upbit's customers receive unparalleled support and service at every touchpoint. This position reports directly to the COO or CEO and is a key member of the executive team. Key Responsibilities
Customer Success Strategy and Leadership: Develop and implement a comprehensive global customer success strategy aligned with Upbit's business objectives and user-centric approach. Lead and scale regional customer success teams across markets, ensuring consistency, responsiveness, and operational excellence. Develop and execute customer onboarding, engagement, retention, and outreach strategies. Establish a data-driven customer satisfaction measurement framework (customer satisfaction, Net Promoter Score, retention rate, resolution rate). Promote a "customer-first" approach company-wide and influence product, operations, and compliance teams. Collaborate with product, engineering, and marketing to translate user feedback into actionable improvements. Ensure a consistent and high-quality experience across all service channels (support, help desk, chat, CRM, agency service desk). Design and oversee an omnichannel support model that integrates automation, AI, and personalization. Operational Performance and Continuous Improvement: Drive the development of systems and processes to improve customer responsiveness, efficiency, and scalability. Build operational dashboards and key performance indicators (KPIs) to monitor performance and drive continuous improvement. Lead initiatives to proactively identify and address customer pain points before they escalate. Oversee the service recovery framework to ensure effective problem resolution and build long-term trust. Team Leadership and Development: Build and direct a high-performing global Customer Success organization, providing clear career paths and leadership development. Foster a collaborative, highly accountable culture that emphasizes excellence, empathy, and innovation. Work with HR and Training to develop skills development initiatives for customer-facing teams. Strategic Collaboration and Executive Partnerships: Work closely with the CEO, COO, and other senior executives to integrate customer insights with strategic decision-making. Work with the Risk, Compliance, and Legal teams to ensure customer interactions adhere to regulatory and ethical standards. Represent the "Voice of the Customer" at the executive level and champion experience-driven innovation. Interact with key organizations and VIP clients to strengthen customer relationships and trust. Qualifications
20+ years of experience in customer success, customer service, or customer experience leadership, preferably in fintech, blockchain, or financial services. Proven track record of building and scaling global customer success teams across multiple regions. In-depth understanding of customer lifecycle management, CRM systems, and data analytics. Compliance-driven industry experience and familiarity with customer protection standards. Excellent communication, leadership, and customer relationship management skills. A bachelor’s degree required; an MBA or advanced degree preferred. Fluent in English required; proficiency in Korean or other Asian languages preferred. Core Competencies
Customer Obsession: Deep empathy for users and a relentless focus on customer trust and satisfaction. Operational Excellence: Ability to build scalable, measurable systems to deliver world-class service. Strategic Agility: Ability to translate customer insights into company-wide business improvements. Cross-functional leadership: Adept at influencing product, compliance, and technology teams. Cultural Intelligence: Experienced in managing diverse global teams with cultural sensitivity and awareness. What We Offer
Competitive executive compensation with performance-based incentives. Equity participation in one of Asia’s most trusted digital asset platforms. Opportunity to define and lead the global customer success vision at scale. A collaborative, innovative environment driven by purpose and technology. Relocation and executive onboarding support for international candidates. Key Success Metrics (12–18 Months)
Measurable improvement in global customer satisfaction (CSAT/NPS). Increased client retention, engagement, and lifetime value. Fully operationalized customer success infrastructure across key markets. Strong collaboration between customer-facing and product teams leading to enhanced user experience. Recognition of Upbit as an industry benchmark for client trust, transparency, and service excellence. Details
Seniority level: Executive Employment type: Full-time Job function: Management Get notified about new Vice President of Customer Success jobs in Missoula, MT.
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Upbit, operated by Dunamu Inc., is a leading global digital asset exchange trusted by millions of users worldwide. Since its founding in 2017, Upbit has been at the forefront of the blockchain and digital finance revolution, providing a secure, transparent, and user-centric trading experience. Leveraging a strong regulatory foundation, cutting-edge technology, and a commitment to innovation, Upbit has become one of Asia's most respected fintech companies. As the company expands globally, it is committed to deepening customer relationships and setting new standards of excellence in customer success and experience management. Position
Vice President of Customer Success Department: Global Operations/Customer Experience Reporting to: Chief Operating Officer (COO) / Chief Executive Officer (CEO) Location: Los Angeles, California / Hybrid or Remote Job Overview
The Vice President of Customer Success will be responsible for developing and executing Upbit's global customer success strategy, ensuring that every user, from retail to institutional, receives a world-class experience throughout the entire customer lifecycle. This executive position requires a visionary leader with strategic insight, operational excellence, and a deep understanding of customer needs. This Vice President will lead a cross-functional team to drive customer engagement, satisfaction, loyalty, and advocacy, ensuring Upbit's customers receive unparalleled support and service at every touchpoint. This position reports directly to the COO or CEO and is a key member of the executive team. Key Responsibilities
Customer Success Strategy and Leadership: Develop and implement a comprehensive global customer success strategy aligned with Upbit's business objectives and user-centric approach. Lead and scale regional customer success teams across markets, ensuring consistency, responsiveness, and operational excellence. Develop and execute customer onboarding, engagement, retention, and outreach strategies. Establish a data-driven customer satisfaction measurement framework (customer satisfaction, Net Promoter Score, retention rate, resolution rate). Promote a "customer-first" approach company-wide and influence product, operations, and compliance teams. Collaborate with product, engineering, and marketing to translate user feedback into actionable improvements. Ensure a consistent and high-quality experience across all service channels (support, help desk, chat, CRM, agency service desk). Design and oversee an omnichannel support model that integrates automation, AI, and personalization. Operational Performance and Continuous Improvement: Drive the development of systems and processes to improve customer responsiveness, efficiency, and scalability. Build operational dashboards and key performance indicators (KPIs) to monitor performance and drive continuous improvement. Lead initiatives to proactively identify and address customer pain points before they escalate. Oversee the service recovery framework to ensure effective problem resolution and build long-term trust. Team Leadership and Development: Build and direct a high-performing global Customer Success organization, providing clear career paths and leadership development. Foster a collaborative, highly accountable culture that emphasizes excellence, empathy, and innovation. Work with HR and Training to develop skills development initiatives for customer-facing teams. Strategic Collaboration and Executive Partnerships: Work closely with the CEO, COO, and other senior executives to integrate customer insights with strategic decision-making. Work with the Risk, Compliance, and Legal teams to ensure customer interactions adhere to regulatory and ethical standards. Represent the "Voice of the Customer" at the executive level and champion experience-driven innovation. Interact with key organizations and VIP clients to strengthen customer relationships and trust. Qualifications
20+ years of experience in customer success, customer service, or customer experience leadership, preferably in fintech, blockchain, or financial services. Proven track record of building and scaling global customer success teams across multiple regions. In-depth understanding of customer lifecycle management, CRM systems, and data analytics. Compliance-driven industry experience and familiarity with customer protection standards. Excellent communication, leadership, and customer relationship management skills. A bachelor’s degree required; an MBA or advanced degree preferred. Fluent in English required; proficiency in Korean or other Asian languages preferred. Core Competencies
Customer Obsession: Deep empathy for users and a relentless focus on customer trust and satisfaction. Operational Excellence: Ability to build scalable, measurable systems to deliver world-class service. Strategic Agility: Ability to translate customer insights into company-wide business improvements. Cross-functional leadership: Adept at influencing product, compliance, and technology teams. Cultural Intelligence: Experienced in managing diverse global teams with cultural sensitivity and awareness. What We Offer
Competitive executive compensation with performance-based incentives. Equity participation in one of Asia’s most trusted digital asset platforms. Opportunity to define and lead the global customer success vision at scale. A collaborative, innovative environment driven by purpose and technology. Relocation and executive onboarding support for international candidates. Key Success Metrics (12–18 Months)
Measurable improvement in global customer satisfaction (CSAT/NPS). Increased client retention, engagement, and lifetime value. Fully operationalized customer success infrastructure across key markets. Strong collaboration between customer-facing and product teams leading to enhanced user experience. Recognition of Upbit as an industry benchmark for client trust, transparency, and service excellence. Details
Seniority level: Executive Employment type: Full-time Job function: Management Get notified about new Vice President of Customer Success jobs in Missoula, MT.
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