Vice President of Customer Success

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 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 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 Benefits Flexible vacation policy Technical – credible with a sophisticated, technical product in the areas such as blockchain, digital assets, infrastructure, security and with technical buyers and stakeholders inside Financial institutions, banks and payments companiesThis is a rare combination. 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 Data-led – 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 A combined background of post-sale and sales experience is ideal. A professional services background is a strong plus, particularly given our focus on enterprise transformation in regulated, high-complexity accounts Ability to travel up to 30%10+ years in the B2B technology industry, with at least 6+ years leading customer-facing organizations at scaleRelevant Bachelor’s degree preferred; MBA a plusTechnical fluency sufficient to be credible with a sophisticated product and technical buyersExperience running Customer Success for SaaS businesses with total revenues exceeding $100MMStrong empathy for customers paired with a genuine passion for revenue and growthProven change agent – creates or adopts new customer programs that maximize satisfaction, retention, and expansionDemonstrated experience with enterprise and/or strategic accounts – ideally in banking, payments, financial services, or other regulated, technically complex industriesAbility to manage and influence through persuasion, negotiation, and consensus buildingAnalytical and process-oriented mindset; uses data to drive execution and inform strategy. Competence with AI tools and modelsExcellent communication and presentation skills; able to inspire and motivate large, remote, global teamsDeep understanding of value drivers in recurring-revenue business models #J-18808-Ljbffr