VP, Customer Success

Fireblocks
New York
Workplace: OnsiteFull timeUSD 250,000 - 300,000 annuallyFunction: Customer Success & Account ManagementExperience: 10+ yearsEducation: bachelorsSkills: ["Data-driven execution","Process design","Team building","Communication","Negotiation"]

Lead Fireblocks’ worldwide Customer Success organization reporting to the Chief Customer Officer. Build and scale a global team across AMER, EMEA, and APAC to drive retention, adoption, renewals forecasting, and enterprise expansion for banking, payments, and strategic accounts. Own the enterprise lifecycle from onboarding through renewal, run data-driven CS playbooks, and partner closely with Sales, Marketing, and Product/Engineering using tools and AI-forward ways of working.

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Fireblocks
Fireblocks
1 month ago

VP, Customer Success

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Job Summary

Lead Fireblocks’ worldwide Customer Success organization reporting to the Chief Customer Officer. Build and scale a global team across AMER, EMEA, and APAC to drive retention, adoption, renewals forecasting, and enterprise expansion for banking, payments, and strategic accounts. Own the enterprise lifecycle from onboarding through renewal, run data-driven CS playbooks, and partner closely with Sales, Marketing, and Product/Engineering using tools and AI-forward ways of working.
Location: New York
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Increase renewal rates, reduce churn, improve NPS, and own renewals forecasting, operational excellence, and bookings.
  • •Recruit, build, and lead a high-performing global Customer Success organization with regional leaders and CSMs, and develop future leaders.
  • •Oversee onboarding through adoption, expansion, and renewal for banking, payments, and strategic enterprise accounts, using automation and continuous process improvement.
  • •Drive expansion with GTM rigor by identifying upsell opportunities, partnering with Sales, and qualifying economic buyers using MEDDPICC to support smooth account handover.
  • •Build customer feedback loops, remediate issues, and partner cross-functionally with Sales, Marketing, Product, and Engineering to reinforce customer centricity.
Travel: Medium travel

Pay and Benefits

Salary: USD 250,000 - 300,000 annually
Equity and Bonus:Equity

Key Requirements

  • •10+ years in B2B technology with at least 6+ years leading customer-facing organizations at scale.
  • •Experience leading Customer Success for SaaS with total revenues exceeding $100MM.
  • •Demonstrated success with enterprise and/or strategic accounts, ideally in banking, payments, financial services, or other regulated, technically complex industries.
  • •Analytical, process-oriented mindset with data-driven execution and strategy; competence with AI tools and models.
  • •Technical fluency to be credible with sophisticated products and technical buyers, plus strong change-agent capability to create/adopt customer programs.
Experience:10+ yearsB2B technologySaaSEnterprise customer successBankingPaymentsFinancial servicesRegulated industries
Education:Bachelor's
Skills:Data-driven executionProcess designTeam buildingCommunicationNegotiation
Tech Stack:BlockchainDigital assetsAIAutomation

Company Brief

Fireblocks
Provides institutional-grade digital asset custody, transfer, and settlement infrastructure enabling banks, exchanges, and enterprises to securely issue, store, and move cryptocurrencies and tokenized assets.
Industry: Fintech Infrastructure
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: New York, United States
Founded: 2018
WebsiteLinkedIn