Fireblocks

VP, Customer Success

New York · Vp

Sponsorship not specified$250k-$300kDetected 5 days ago

SalesNegotiationForecastingCustomer SuccessCommunication

About the role

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

Analytical - a structured, process-oriented thinker who can design playbooks, segmentation, and operating models that scale across regions and a complex enterprise customer base.
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.
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.
Partner cross-functionally - Build working partnerships with Sales, Marketing, and Product/Engineering, and reinforce customer centricity across every touchpoint globally.
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

A professional services background is a strong plus, particularly given our focus on enterprise transformation in regulated, high-complexity accounts.
Demonstrated experience with enterprise and/or strategic accounts - ideally in banking, payments, financial services, or other regulated, technically complex industries.

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.
Execute CS playbooks and engagement models that implement prescriptive best practices, with metrics that track and measure CS effectiveness and customer health.

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.
The Profile We're Looking For
This is a rare combination.
Strong empathy for customers paired with a genuine passion for revenue and growth.

This listing is sourced directly from Fireblocks's careers page and normalized into a canonical job model.