Strategic Customer Success Director, Lead

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, 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 aims to improve team performance through strong operations, execution, efficiency, and scale, ultimately driving customer retention, business expansion, adoption, and satisfaction within regional accounts.

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

Team Leadership:

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

Account Management Strategy and Planning:

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

Customer Lifecycle Management:

• Oversee onboarding, adoption, expansion, and renewal processes.
• Implement programs to enhance customer engagement and loyalty.

Customer Advocacy:

• Cultivate customer advocates and business champions through strategic relationships.
• Leverage success stories for marketing and sales initiatives.

Metrics and Analytics:

• Establish KPIs and metrics to measure and optimize customer success efforts.
• Report regularly on performance and areas for improvement.

Renewals and Expansion:

• Drive contract renewals to meet retention goals and upsell opportunities to meet expansion targets.
• Identify and qualify upsell opportunities using our value framework, engaging economic buyers and champions.
• Collaborate with sales during deal acceptance and onboarding to ensure seamless account management.

Customer Feedback and Insights:

• Gather and utilize customer feedback to inform product development and improve experiences.
• Build deep relationships with customers across their journey, coordinating with sales, marketing, and product teams.

Operations, Training, and Development:

• Manage a reduced portfolio of strategic accounts as a player-coach.
• Lead operational success with the team, ensuring reporting and high performance.
• Provide ongoing training, enablement, and professional development.
• Document processes and create scalable templates in knowledge bases like Wiki, Juno, Confluence, Gong, and Google Docs.
• Keep the team updated on industry best practices through mentorship and coaching programs.

• 6-10 years of experience in customer success or account management.
• A proven track record of driving satisfaction, retention, and expansion.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Experience in account management or customer success roles.
• Experience in blockchain, crypto, banking, or payments is a plus.
• Bachelor's degree; MBA preferred.

Fireblocks' mission is to enable every business to access digital assets and cryptocurrencies securely and easily. We value diversity and inclusion and strive to reflect this in our workforce.