Customer Success Director, Banking APAC

Fireblocks
Singapore
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 10+ yearsSkills: ["Executive presence","Commercial judgment","Cross-functional leadership","Analytical decision-making","Communication"]

Own post-sale outcomes for Fireblocks’ banking and fintech strategic segment across APAC. Drive time-to-value, adoption, retention (GDR/NDR), and expansion by building a repeatable banking success playbook, shaping customer outcome plans, and leading executive governance through EBRs and roadmap sessions. Serve as a trusted advisor to senior banking and fintech leaders, partnering with Sales, Product, Engineering, and Support to resolve complex technical and strategic challenges and improve performance KPIs like churn and renewal forecasting.

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Fireblocks
Fireblocks
1 day ago

Customer Success Director, Banking APAC

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Job Summary

Own post-sale outcomes for Fireblocks’ banking and fintech strategic segment across APAC. Drive time-to-value, adoption, retention (GDR/NDR), and expansion by building a repeatable banking success playbook, shaping customer outcome plans, and leading executive governance through EBRs and roadmap sessions. Serve as a trusted advisor to senior banking and fintech leaders, partnering with Sales, Product, Engineering, and Support to resolve complex technical and strategic challenges and improve performance KPIs like churn and renewal forecasting.
Location: Singapore
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Director level

Key Responsibilities

  • •Own portfolio health, churn mitigation, and drive GDR/NDR while supporting renewal and expansion outcomes.
  • •Scale the Banking Success Playbook (onboarding standards, adoption maturity models, KPIs, expansion signals) and provide guidance/mentorship to CSMs.
  • •Support strategic banking customers through POCs and build outcome-based success plans tied to KPIs (production readiness, cost-to-serve, risk mitigation, time-to-launch, uptime).
  • •Partner with Sales to shape expansion strategy and translate customer architecture and adoption into commercial recommendations within policy guardrails.
  • •Lead executive governance (EBRs, adoption health checks, strategic roadmap sessions) and orchestrate alignment across Product, Engineering, Support, Services, Marketing, and Sales.

Key Requirements

  • •10+ years in Customer Success, Technical Account Management, or enterprise client leadership in SaaS, fintech, banking, or crypto.
  • •Strong fluency in banking and payments infrastructure, compliance environments, digital wallets, APIs, and blockchain-based systems.
  • •Proven ability to manage and grow complex enterprise accounts with executive presence and commercial judgment.
  • •Ability to translate customer architecture and business goals into measurable outcomes and adoption/value realization.
  • •Experience using CRM and CS platforms (e.g., Salesforce, Planhat) and product adoption analytics; comfort with AI tools for efficiency.
  • •Business-level proficiency in additional APAC languages (Mandarin, Korean, Japanese) is a plus.
Experience:10+ yearsFintechSaaSBankingCryptoCustomer successTechnical account management
Skills:Executive presenceCommercial judgmentCross-functional leadershipAnalytical decision-makingCommunication
Languages:MandarinKoreanJapanese
Tech Stack:SalesforcePlanhatCRMCS platformsAPIsBlockchain

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