Note: The job is a remote job and is open to candidates in USA. Fireblocks is a leading company in the digital assets space, providing secure solutions for financial institutions and brands. The VP of Customer Success will lead the global Customer Success organization, focusing on maximizing software value realization and customer retention, while managing a team of Customer Success Managers and regional leaders.
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 high-performing, collaborative, empowered global CS organization, including regional CS leaders and CSMs. Build a high-performance culture that retains top talent and develops future leaders
- Oversee onboarding through adoption, expansion, and renewal for banking, payments, and strategic enterprise accounts. Manage lifecycle touchpoints and interventions with automation, and drive continuous process and scale improvement
- Identify and create upsell and expansion opportunities for NDR, partnering closely with Sales using MEDDPICC to qualify economic buyers, decision criteria, and timing. Collaborate on Deal Acceptance, Knowledge Transfer, and Kick-Off to ensure seamless account handover
- Execute CS playbooks and engagement models that implement prescriptive best practices, with metrics that track and measure CS effectiveness and customer health
- Develop an effective customer feedback loop, remediate issues, and bring customer insight into Product and Engineering. Champion senior customer relationships and evangelize Fireblocks customer success stories
- Build working partnerships with Sales, Marketing, and Product/Engineering, and reinforce customer centricity across every touchpoint globally
- Use AI and automation to scale CS operations, sharpen forecasting and health-scoring, and increase the leverage of the team
Skills
- 10+ years in the B2B technology industry, with at least 6+ years leading customer-facing organizations at scale
- Experience running Customer Success for SaaS businesses with total revenues exceeding $100MM
- Demonstrated experience with enterprise and/or strategic accounts - ideally in banking, payments, financial services, or other regulated, technically complex industries
- Analytical and process-oriented mindset; uses data to drive execution and inform strategy. Competence with AI tools and models
- Technical fluency sufficient to be credible with a sophisticated product and technical buyers
- Proven change agent - creates or adopts new customer programs that maximize satisfaction, retention, and expansion
- Ability to manage and influence through persuasion, negotiation, and consensus building
- Strong empathy for customers paired with a genuine passion for revenue and growth
- Deep understanding of value drivers in recurring-revenue business models
- Excellent communication and presentation skills; able to inspire and motivate large, remote, global teams
- Ability to travel up to 30%
- Relevant Bachelor's degree preferred; MBA a plus
Benefits
- A target bonus
- A very competitive equity grant
- Very generous benefits
Company Overview
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