VP Customer Success
Fireblocks is a digital asset infrastructure platform that helps financial institutions, fintechs, and businesses store, transfer, issue stablecoins, and manage digital assets securely.
Funding history
About Fireblocks
Fireblocks provides digital asset infrastructure for financial institutions, fintechs, and businesses handling digital assets at scale. Users can secure custody, issue stablecoins, tokenize assets, process payments, and manage wallets through a unified platform. The platform uses multi-party computation cryptography with policy-based governance to secure private keys and automate transaction workflows.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead a worldwide Customer Success organization across AMER, EMEA, and APAC. You will increase retention, adoption, value realization, and expansion for major institutional customers; recruit and develop regional leaders and managers; oversee the customer lifecycle; improve forecasting and health scoring; drive expansion with Sales; establish scalable playbooks; represent customer needs; and use AI and automation to increase operational leverage.
Requirements
- At least 10 years of experience in the B2B technology industry
- At least 6 years leading customer-facing organizations at scale
- Experience running Customer Success for SaaS businesses with revenues exceeding $100MM
- Experience with enterprise or strategic accounts
- Experience in banking payments financial services or regulated technically complex industries
- Analytical and process-oriented mindset
- Competence with AI tools and models
- Technical fluency with sophisticated products and technical buyers
- Experience creating customer programs for satisfaction retention and expansion
- Ability to influence through persuasion negotiation and consensus building
- Understanding of recurring-revenue business models
- Excellent communication and presentation skills
- Relevant Bachelor’s degree preferred
- MBA is a plus
- Ability to travel up to 30%
Responsibilities
- Increase renewal rates and reduce churn
- Drive adoption and new business growth
- Improve Net Promoter Score
- Own renewals forecasting operational excellence and bookings
- Recruit build and lead a global Customer Success organization
- Oversee onboarding adoption expansion and renewal
- Identify and create upsell and expansion opportunities
- Execute Customer Success playbooks and engagement models
- Track customer health and organizational effectiveness
- Develop customer feedback loops and address issues
- Bring customer insight to Product and Engineering
- Partner with Sales Marketing and Product Engineering
- Use AI and automation to scale operations and improve forecasting
Benefits
- Target bonus
- Equity grant
- Benefits