Vice President of Customer Success

About DeltaCore Strategies

DeltaCore Strategies is a firm specializing in investment strategies within the cryptocurrency derivatives realm. It offers sophisticated trading tactics, market insights, and risk management solutions tailored for high-net-worth individuals, family offices, and accredited investors seeking digital asset exposure. The company focuses on strategy services rather than asset management or custodial functions, combining expert market knowledge, advanced analytics, and institutional standards to deliver long-term value. As the business scales across North America and beyond, it is committed to building an exceptional leadership group to facilitate growth and operational excellence.

Role Overview

The Vice President of Customer Success will spearhead the firm's initiatives around customer engagement, retention, and success, building scalable infrastructures that support rapid expansion. This role requires leadership acumen, deep familiarity with financial services or digital asset markets, and experience in molding high-performing customer success teams in dynamic environments.

Key Responsibilities

• Design and implement a customer success strategy aligned with corporate growth goals.
• Recruit, mentor, and lead a skilled Customer Success team across the U.S.
• Set customer service frameworks, standards, and operational best practices.
• Promote a client-first culture emphasizing durable relationships and outstanding service.
• Act as senior escalation contact for critical client relationships and strategic accounts.
• Establish trusted connections with high-net-worth clients, family offices, institutions, and strategic partners.
• Proactively engage clients to boost satisfaction and retention.
• Maintain regular communications on market trends, services, and client support.
• Develop initiatives to enhance customer loyalty, retention, and advocacy.
• Identify and act on opportunities to deepen client engagement and maximize lifetime value.
• Monitor client health indicators and apply measures to minimize churn.
• Collaborate with leadership to align customer success programs with business objectives.
• Work closely with Operations, Product, Strategy, Marketing, Compliance, and Executive teams to share insights and refine offerings.
• Contribute to organizational growth and strategic planning.
• Define and track key performance indicators such as retention, satisfaction, engagement, and account growth.
• Establish reporting tools and dashboards to assess team performance and client outcomes.
• Leverage data analytics to enhance customer experience and operational efficiencies.
• Provide periodic updates and strategic advice to executive leadership.

Qualifications

• Bachelor’s degree in Business, Finance, Economics, Marketing, or related discipline.
• Minimum 15 years in Customer Success, Client Services, Relationship or Account Management with leadership roles.
• At least 5 years managing and expanding customer-focused teams.
• Proficient knowledge of financial services, fintech, alternative investments, or digital assets markets.
• Successful track record managing high-value client relationships and strategic accounts.
• Excellent communication, presentation, and stakeholder engagement capabilities.
• Strong analytical, organizational, and problem-solving skills.
• Adaptability and success in a fast-moving, high-growth startup environment.

Preferred Attributes

• Experience in cryptocurrency, digital assets, fintech, trading, investment services, or capital markets sectors.
• Familiarity working with high-net-worth individuals, family offices, or institutional investors.
• Knowledge of customer success platforms, CRM tools, and client engagement technologies.
• MBA or an advanced business degree is advantageous.