Customer Success Director • Senior

Who you are

You have a strong background in customer success, particularly within the banking and fintech sectors, with a proven track record of driving adoption and retention. Your experience includes developing success playbooks and managing complex enterprise accounts, ensuring that customers realize the value of the solutions provided. You thrive in fast-paced environments and are comfortable collaborating with cross-functional teams, including Sales, Product, and Engineering. You possess excellent communication skills, allowing you to effectively engage with senior banking leaders and serve as a trusted advisor. Your strategic mindset enables you to identify growth opportunities and develop repeatable processes that enhance customer satisfaction and success.

Desirable

Experience in the digital assets or blockchain space is a plus, as is familiarity with payments rails, treasury operations, and compliance. You are self-directed and can navigate the complexities of the financial services landscape, adapting to the unique needs of each client. A background in technical account management or a related field will further strengthen your candidacy.

What you'll do

As the Strategic Customer Success Director, you will own the post-sale outcomes for our banking and fintech clients, ensuring they achieve their desired results on the Fireblocks platform. You will define and scale the Banking Success Playbook, establishing onboarding standards and KPIs that drive customer engagement and satisfaction. Your role will involve building and executing outcome-based success plans tailored to each client's needs, supporting proof of concepts, and guiding customers through their adoption journey. You will collaborate closely with Sales to identify expansion opportunities and work with Product and Engineering to address customer feedback and enhance the platform's capabilities. Your leadership will be crucial in fostering long-term relationships with clients, helping them navigate the complexities of digital assets and achieve their business objectives.

What we offer

At Fireblocks, we are committed to creating a diverse and inclusive workforce that reflects the clients we serve. We offer a dynamic work environment where you can make a significant impact in the rapidly evolving world of digital assets. Our team is passionate about enabling businesses to securely access and leverage blockchain technology, and we encourage you to apply even if your experience doesn't match every requirement. Join us in shaping the future of finance and digital assets.