Chief Customer Officer at Xapo Bank
- Company
- Xapo Bank
- Employment type
- Full-Time
- Location
- Worldwide
- Posted
- 2026-10-30
About this role
Work from anywhere, impact everywhere Diversity is at the heart of who we are at Xapo Bank. We’re a fully distributed team of over 160 Xapiens that work remotely from 50+ countries around the world. Our beginning: A world that enjoys economic freedom and wealth protection,no matter where you live or who is running your country. To achieve that, we search the world for the best people for the job. We work hard, think globally, and inspire each other to learn and grow. We are committed to changing the way things are done. Although we are headquartered in Gibraltar, this is a full time, 100% remote position Work from anywhere! Position overview Xapo's product suite has grown from a Bitcoin vault into a full member proposition: BTC and USD accounts that pay interest, a global card with Bitcoin cashback, Bitcoin-backed loans, a growing suite of BTC wealth and credit products, and access to stocks, ETFs, and stablecoins, all inside one regulated relationship. Xapo is a bank, and a bank earns on the money its members choose to hold with it. Each of those products shipped well. What hasn't yet existed is a single owner of the economics of the customer relationship: one person accountable for winning the right members, growing what they hold with us, and keeping them, and for the balance-sheet products that make that possible. The Chief Customer Officer is a new role at the top of the house, reporting to the CEO. You will run the stream that grows what members hold with Xapo, and you will own the Customer P&L, retail and institutional. It brings growth, client coverage, product management, and product design under one leader who is judged on customer contribution, the assets attracted and kept, and the members who stay. This is a customer-focused role in the most commercial sense: what a member earns from us, not the feature we shipped, is the centre of every decision. The measure of success is a Customer P&L that grows on what members hold and keep: LTV:CAC improving, approved-to-paid rising, churn falling, and customer contribution the business can plan against. This is a banking role, not a requirements-gathering role, a marketing role, or a role you can run from a dashboard. Products are priced on the balance sheet and judged on the money they attract and keep. The mandate Own the Customer P&L, retail and institutional. You own customer contribution: customer gross profit from what members' balances earn, secured lending, Bitcoin yield, and conversion, stocks and ETFs, less the cost of winning and keeping members. We earn on what members hold, not on what they tap, send, or click, so you run on assets held and the margin they earn, not payment volume. Good looks like a Customer P&L the Exco and Board can plan against, where every line has a number you own and can explain, up or down. Grow what members hold with us, through earning products run like a banker would. You own the roadmap for the balance-sheet products: deposits and savings, lending and credit, and trading and structured. Each is led by a mission PM who is a banker, owning a product's contribution and its price on the balance sheet, not a backlog. Requirements go through the gate; the economics are the job. Every item is priced by Finance before it is built, on a shared risk appetite with Risk and Treasury. Good looks like products that scale assets held and member lifetime value at a risk profile the Board actually approved. Win the right members, efficiently. You own Growth: audience, lifecycle, and content, with one head accountable for the path from approval to paid. You own CAC and approved-to-paid, find the members who bring other members, and activate them in week one. Every incentive is priced before it runs. Good looks like net paid-member growth that improves every quarter, at a CAC that LTV comfortably justifies, because you diagnosed where the funnel leaks rather than spending more to fill it. Keep members, and deepen the relationship with the ones who hold…
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