VP, Customer Success

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

Reporting to the Chief Customer Officer, the VP of Customer Success will lead our worldwide Customer Success organization, building and scaling a team of Customer Success Managers and regional CS leaders across AMER, EMEA, and APAC. The mandate is to increase software value realization, retention, adoption, and business expansion - with a primary focus on our banking, payments, and strategic enterprise customers globally, who represent the most important and complex accounts in our portfolio.

Given our subscription model, this role is vital to Fireblocks' long-term growth. It calls for a leader who can operate at the executive level with our largest institutional customers, while running a data-driven, high-accountability CS organization underneath them.

This is a rare combination. The right candidate is all three of the following, not just one or two:

• Data-led - Leverages AI to operate the CS org with focus metrics (GDR, NDR, NPS, adoption, health scores), uses data to drive execution and inform strategy, and holds the team accountable to measurable outcomes.
• Analytical - a structured, process-oriented thinker who can design playbooks, segmentation, and operating models that scale across regions and a complex enterprise customer base.
• Technical - credible with a sophisticated, technical product in the areas such as blockchain, digital assets, infrastructure, security and with technical buyers and stakeholders inside Financial institutions, banks and payments companies.

A combined background of post-sale and sales experience is ideal. A professional services background is a strong plus, particularly given our focus on enterprise transformation in regulated, high-complexity accounts.

• Deliver outcomes - Increase renewal rates and reduce churn; drive adoption and new business growth; improve Net Promoter Score; own renewals forecasting, operational excellence, and bookings.
• Build and lead the team - 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.
• Own the enterprise customer lifecycle - 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.
• Drive expansion with GTM rigor - 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.
• Run the operating model - Execute CS playbooks and engagement models that implement prescriptive best practices, with metrics that track and measure CS effectiveness and customer health.
• Be the voice of the customer - 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.
• Partner cross-functionally - Build working partnerships with Sales, Marketing, and Product/Engineering, and reinforce customer centricity across every touchpoint globally.
• Leverage modern tooling - Use AI and automation to scale CS operations, sharpen forecasting and health-scoring, and increase the leverage of the team. Comfort adopting and championing AI-forward ways of working is expected.

• 10+ years in the B2B technology industry, with at least 6+ years leading…