Head of Customer Success

We are
Fiat Republic
, a global neobank on a mission to bring banking to web3

Fiat Republic is a London headquartered B2B neobank dedicated to bridging the gap between traditional finance and the world of digital assets. Founded in 2021, we provide essential banking and payment infrastructure for crypto and stablecoin businesses, offering a single API to create and manage accounts, access local payment rails, and handle treasury operations. As a highly regulated business with local entities and licenses in the UK, Netherlands, Canada and the US, we combine a deep understanding of traditional finance with excitement for crypto and blockchain technology. Backed by the best in the VC world, including Speedinvest, Credo, Arca, Fabric, Inovo, Kraken Ventures and Softbank, we are now poised for exponential growth as we continue to solve some of the toughest challenges of the crypto ecosystem whilst maintaining our unique compliance-first ethos at all times.

Join our diverse and growing team as we continue to drive the adoption of digital assets in a fast-paced, thriving work environment.

About the role

We're now looking for our first Head of Customer Success to join the leadership team and own the customer journey end-to-end. This is a pivotal hire for us: you'll be building the function from the ground up, managing our most strategic accounts, and laying the foundation for a high-performing CS organization as we scale through Series A and beyond.

What you'll do

• Own and build on the Customer Success strategy and processes, ensuring client onboarding, adoption, retention and satisfaction
• Act as a strategic partner to our customers, ensuring they extract maximum value from our platform
• Develop playbooks, health metrics, and tooling to drive efficiency and insight
• Implementing tooling and dashboards (HubSpot CS or equivalent) for better client insights and reporting
• Collaborate cross-functionally with Sales, Product, Compliance, and Finance
• Serve as the escalation point for our top clients, resolving issues quickly and effectively
• Leading Quarterly Business Reviews (QBRs) with key accounts
• Build a team of Customer Success Managers as we grow, mentoring and developing them into future leaders

What you'll bring

• 6+ years in Customer Success / Account Management / Fintech Operations, with at least 3 years leading teams
• Experience in fintech, banking, payments, or crypto/web3 environments
• Deep understanding of the crypto/fintech regulatory environment
• Exceptional relationship management and executive communication skills
• Proven track record of improving NRR, reducing churn, and driving account expansion
• Data-driven mindset with proven experience implementing CS metrics and playbooks
• Ability to thrive in a scaling startup: hands-on, pragmatic, solutions-oriented
• Fluent English; French or Spanish is a strong plus

What we offer

• Competitive compensation package including base salary, performance-based bonus, and stock options
• A leadership role with full ownership to shape and scale the Customer Success function
• The chance to work directly with tier-1 crypto companies, banks and regulators
• A diverse, international team that values transparency and collaboration
• Bi-annual retreats to align, celebrate, and recharge together
• A career-defining opportunity at the intersection of crypto and traditional finance

Why Fiat Republic?

You'll be joining a team that is rethinking what banking infrastructure looks like for the web3 era. We're ambitious, collaborative, and laser-focused on solving real client problems. As Head of Customer Success, you'll be at the heart of that mission, building the function that ensures our customers stay and grow with us.