VP, Customer Success

Fireblocks•New York, NY

13h•$250,000 - $300,000•Remote

About The Position

The VP of Customer Success will lead Fireblocks' worldwide Customer Success organization, building and scaling a team of Customer Success Managers and regional CS leaders across AMER, EMEA, and APAC. The primary focus is to increase software value realization, retention, adoption, and business expansion, with a special emphasis on banking, payments, and strategic enterprise customers globally. This role is crucial for Fireblocks' long-term growth due to its subscription model. It requires an executive-level leader who can engage with large institutional customers and manage a data-driven, high-accountability CS organization. The ideal candidate will be data-led, analytical, and technical, with a combined background in post-sale and sales experience, and a professional services background being a strong plus.

Requirements

10+ years in the B2B technology industry, with at least 6+ years leading customer-facing organizations at scale.
Experience running Customer Success for SaaS businesses with total revenues exceeding $100MM.
Demonstrated experience with enterprise and/or strategic accounts - ideally in banking, payments, financial services, or other regulated, technically complex industries.
Analytical and process-oriented mindset; uses data to drive execution and inform strategy. Competence with AI tools and models
Technical fluency sufficient to be credible with a sophisticated product and technical buyers.
Proven change agent - creates or adopts new customer programs that maximize satisfaction, retention, and expansion.
Ability to manage and influence through persuasion, negotiation, and consensus building.
Strong empathy for customers paired with a genuine passion for revenue and growth.
Deep understanding of value drivers in recurring-revenue business models.
Excellent communication and presentation skills; able to inspire and motivate large, remote, global teams.
Relevant Bachelor's degree preferred; MBA a plus.
Ability to travel up to 30%.

Nice To Haves

A professional services background is a strong plus, particularly given our focus on enterprise transformation in regulated, high-complexity accounts.

Responsibilities

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: Recruit, build, and lead a high-performing, collaborative, empowered global CS organization, including regional CS leaders and CSMs. Build a high-performance culture that retains top talent and develops future leaders.
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.
Run the operating model: Execute CS playbooks and engagement models that implement prescriptive best practices, with metrics that track and measure CS effectiveness and customer health.
Be the voice of the customer: Develop an effective customer feedback loop, remediate issues, and bring customer insight into Product and Engineering. Champion senior customer relationships and evangelize Fireblocks customer success stories.
Partner cross-functionally: Build working partnerships with Sales, Marketing, and Product/Engineering, and reinforce customer centricity across every touchpoint globally.
Leverage modern tooling: Use AI and automation to scale CS operations, sharpen forecasting and health-scoring, and increase the leverage of the team. Comfort adopting and championing AI-forward ways of working is expected.