Strategic CSM, Lead

The world of digital assets is accelerating in speed, magnitude, and complexity, opening new avenues for leveraging blockchain technology. Fireblocks’ platform and network provide a simple and secure way for companies to work with digital assets. Our platform is trusted by some of the largest financial institutions, banks, globally recognized brands, and Web3 companies, including BNY Mellon, BNP Paribas, ANZ Bank, Revolut, and thousands more.

Reporting to our Global VP of Customer Success, the Strategic CSM, Lead will manage Strategic accounts and our EMEA Renewals Team. Responsibilities include managing and optimizing the efforts of Strategic Customer Success Managers and Renewal Managers to increase platform value realization. This leadership role focuses on improving team performance through strong operations, execution, efficiency, and scalability. The goal is to drive measurable outcomes such as increased customer retention, business expansion, adoption, and satisfaction within regional accounts.

The Strategic CSM, Lead plays a pivotal role in fostering long-term, successful customer relationships, ensuring the company’s growth and reputation. This position requires strategic thinking, operational expertise, and exceptional leadership within the region.

• Serve as a player-coach, leading a team of Strategic Customer Success Managers and Renewal Managers, along with cross-functional partners.
• Foster a collaborative, customer-centric culture within Fireblocks and across teams to achieve customer success outcomes.

• Develop and implement value-oriented customer success strategies for top regional accounts aligned with Fireblocks’ GDR, NDR, and NPS goals.
• Coordinate with product development, sales, and marketing teams to align initiatives.

• Oversee the entire customer lifecycle from onboarding to adoption, expansion, and renewal.
• Implement programs to enhance customer engagement and loyalty.

• Build strategic relationships to develop customer advocates and business champions.
• Utilize success stories and testimonials for marketing and sales.

• Establish KPIs and metrics to evaluate and improve customer success initiatives.
• Report regularly on performance and improvement areas to leadership.

• Drive contract renewals to meet retention goals and upsell opportunities in partnership with sales.
• Identify and pursue account expansion opportunities based on value frameworks and economic criteria.

• Gather and act on customer feedback to inform product development and enhance experiences.
• Act as the voice of the customer across the organization.

• Manage a reduced portfolio as a player-coach for strategic accounts.
• Lead operational excellence, reporting, and high-performance accountability.
• Provide ongoing training, documentation, and professional development for the team.
• Document processes and create scalable templates and best practices using tools like Wiki, Juno, Confluence, Gong, and Google Docs.
• Keep the team updated on industry best practices via mentorship and coaching programs.

• 6-10 years of experience in customer success or account management.
• Proven success in driving satisfaction, retention, and growth.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Experience in account management or customer success, preferably in blockchain, crypto, banking, or payments industries.
• Bachelor’s degree; MBA highly preferred.

Fireblocks’ mission is to enable every business to access digital assets and cryptocurrencies securely and easily. We believe our workforce should reflect our clients’ diversity, and we are committed to embracing diversity and inclusion in all forms.