• End-to-End Loan Processing: Manage the lifecycle of loan applications from initial data entry through to settlement, ensuring all documentation is accurate and compliant. • CRM & Pipeline Management: Maintain and update client records within MyCRM and Broker Engine, ensuring the pipeline is organized and milestones are met. • Lender Liaison: Act as the primary point of contact for lenders and credit assessors to track application status, resolve queries, and expedite approvals. • Client Communication: Provide regular, proactive updates to clients throughout the application process, maintaining our firm's reputation for transparency and exceptional service. • Compliance & Quality Control: Perform thorough reviews of supporting documents (payslips, bank statements, etc.) to ensure they meet specific lender credit policies and internal standards. • Administrative Support: Assist Brokers with the preparation of Compliance Documents (SOCA/NCCP) and help streamline office workflows to increase efficiency.

• Drive customer loyalty, adoption, and implementation of Trellix Solutions • Develop a trusted advisor relationship with customer key stakeholders and executive sponsors • Build and develop customer specific success plans to oversee customer on-boarding, adoption, and satisfaction across the portfolio • Partner with Sales to help transition the account from Pre-Sales to Customer Success • Advocate for customers with a focus on transformation and engagement • Develop a comprehensive understanding of typical business and cyber security challenges faced by customers • Handle escalations of deployment or customer productivity blocking issues • Identify risks to the customer achieving their desired outcomes

• Define and own the company-wide customer success strategy and vision, ensuring it aligns with Xapo's overall business objectives and long-term growth. • Develop and implement a scalable framework for customer success that drives product adoption, enhances customer retention, and increases lifetime value. • Drive the strategic direction of the Customer Success department, championing customer-centricity across the entire organization. • Partner closely with Product leadership to create a robust feedback loop, translating customer insights into actionable product improvements and influencing the product roadmap. • Collaborate with the Marketing team to develop customer-centric messaging, create powerful case studies and testimonials, and support go-to-market strategies for new features and products. • Act as the primary executive partner for other departments, including Product, Engineering, Compliance, and Marketing, representing the voice of the customer in all strategic discussions. • Lead, mentor, and inspire a team of Customer Success leaders, fostering a culture of accountability, excellence, and continuous improvement. • Implement and oversee scalable training and development programs to ensure the global team is equipped with the skills and knowledge to succeed and grow. • Serve as the executive escalation point for critical customer issues, providing decisive leadership and resolution. • Own and optimize the systems, processes, and technology stack that enable an effective and scalable global customer success operation. • Ensure rigorous compliance with all relevant internal controls and regulatory standards (e.g., KYC, AML, data privacy), in partnership with the Risk, Compliance, and Legal teams. • Establish and refine a Quality Assurance (QA) program to monitor and elevate the performance and impact of the Customer Success organization.

• Design and execute structured onboarding programmes including kick-off, solution design, technical implementation, go-live and hypercare for all UK customers • Deliver internal and external training sessions to ensure proficient platform usage and alignment with best practices • Standardise onboarding processes, learning materials and templates to ensure efficiency, repeatability and quality • Track onboarding success metrics (time-to-go-live, CSAT, hypercare outcomes, training completion rates) and continuously identify improvements • Be the primary operational contact for assigned UK SaaS customers, ensuring they achieve maximum value from the platform • Monitor account health, usage metrics and customer satisfaction indicators (NPS, health scores, churn risk) • Proactively manage relationships, anticipate needs and drive usage optimisation • Gather and communicate feature requests, process improvements and operational insights to Product and internal teams • Support renewals, identify growth opportunities and maintain accurate account documentation • Contribute to first-line support through Intercom and other channels, ensuring SLA compliance • Create and maintain help articles and documentation in the help centre in English • Handle escalations and ensure effective communication and resolution during critical issues • Analyse support trends and recurring issues to drive self-service improvements and product feedback • Act as THE voice of UK customers within Zero Friction, bridging Customer Success, Product, Sales, CSO and Engineering teams • Ensure smooth handovers between onboarding, BAU operations and support • Maintain a close feedback loop with Product by consistently relaying customer insights from the UK market • Support analysis and testing of new or improved features