Payments Lead, Customer Success New York

Fireblocks • New York, NY

264d • $150,000 - $210,000

About The Position

As Payments Lead, Customer Success, you will be a senior-level individual contributor responsible for driving Payments Product Adoption from onboarding to ongoing success. You will work closely with regional Payments CSMs, technical teams, and executive stakeholders to maximize key success metrics like Gross Dollar Retention (GDR), Net Dollar Retention (NDR), and NPS. Your expertise in payments workflows, industry best practices, and Fireblocks use cases will be critical in helping customers optimize their digital asset payment strategies.

Requirements

• 8-10 years of experience in Payments or Payments Consulting and customer success.
• Background in top-tier payments companies (e.g., Visa, Mastercard, Stripe, PayPal) or Big 4 consulting (Deloitte, PwC, EY, KPMG) specializing in Payments.
• Deep knowledge of payments infrastructure, cross-border transactions, stablecoin settlements, and institutional payment workflows.
• Fluency in payments vernacular - Familiarity with concepts like real-time payments, on/off ramps, PSPs, settlement layers, interchange fees, and compliance in digital assets.
• Strong experience in technical enablement and business stakeholder management, with the ability to simplify complex topics for diverse audiences.
• Proven ability to lead strategic business reviews and optimize customer success metrics.
• Experience working in fast-paced, high-growth environments within fintech, crypto, or institutional payments.

Responsibilities

• Drive post-sales payments success across the customer lifecycle and journey in terms of onboarding, adoption, expansion, and retention efforts for payments customers.
• Improve GDR, NDR, and NPS through proactive engagement, design of operating processes, and CS optimization strategies.
• Serve as a trusted advisor to payments executives, operations teams, and technical leads.
• Conduct technical workshops, deep-dive training, and solutioning sessions on Fireblocks payments capabilities.
• Lead data-driven reviews to showcase ROI and drive strategic alignment.
• Leverage deep payments industry knowledge to consult on Fireblocks-specific payment flows.
• Work closely with Product, Engineering, Sales, and Marketing to advocate for customer needs.

Benefits

• Competitive base salary range of $150,000 to $210,000.
• Target bonus.
• Competitive equity grant.
• Generous benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior