Customer Success Manager (Scale)

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 and it trusted by some of the largest financial institutions, banks, globally-recognized brands, and Web3 companies in the world, including BNY Mellon, BNP Paribas, ANZ Bank, Revolut, and thousands more.

Customer Success Manager is responsible for building and maintaining relationships end to end with our customers to enable them realize value from Fireblocks platform.

As a trusted advisor you will leverage your domain expertise and ability to frame problems and find solutions to help customers drive adoption and achieve business outcomes.

You will be working closely with Sales, Sales Engineering, Services, Support, Product Management, and Customer Success teams to ensure our customer’s success - ultimately driving growth and securing the renewal.

CSM responsibilities

Work with assigned customers and Sales to build Customer Success Plans, establishing critical goals, or other key performance indicators to enable customers to achieve their goals.

Measure, monitor and report internally and externally to Customer Sponsors.

• Establish regular touchpoints to review progress against technical and strategic objectives including roadmap discussions
• Work closely with Sales to provide insights to customers about applicability of new features in FireBlocks and identify additional business cases
• Develop, nurture and maintain trusted advisor relationships with stakeholders at all levels and drive value and adoption.
• Translate customer product usage data into actionable advice for customers
• Provide Executive Business Reviews in a regular cadence with Business & Technical Stakeholders in collaboration with the Account Team including Sales, Business Leads, and Product partners
• Provide customer’s contract utilization pacing in regular account check-ins
• Provide customer upsell and expansion recommendations for platform products, partnerships, services, and cloud network partners across the full lifecycle in regular account check-ins
• Assist and provide expert deployment and operational best practices in all customer communication channels including in-person, email, web calls, slack, and mobile options
• Work cross-departmentally to find solutions to complex scenarios and integration issues
• Strong knowledge of Customer Success best practices, with experience defining processes to promote adoption
• Understand customer health scoring and predictive risk management to prevent and resolve risk. Program manage Customer escalations.
• Continuously drive communication and customer advocacy to ensure an orchestrated customer experience
• Work transparently to surface customer problems and allow others to participate in solving them.

Required Experience / Skills

• Bachelor’s degree with 6+ years of experience in Account Manager or Customer Success role or related SaaS vendor or systems integrator or in house practitioner
• Experience in managing significant technology and operational change programs and have credibility as a trusted advisor to customer executives for such programs
• Experience of directly assigned to customers with an aggregate of at least $2 - 4M ARR in total and delivering upsell expansions at 20% of total ARR
• Advanced project management experience & skills
• Ability to translate business requirements into business value, and work with sales and marketing teams to promote value-driven solutions to customers
• Ability to manage executive relationships and discussions
• Excellent moderation and communication skills
• Extensive experience within a technical or account management area

Performance indicators

• Gross renewal rate and Net ARR growth ((upsell & expansion opportunities with high win rate)
• Platform adoption and usage
• Churn and contraction rate
• Customer Satisfaction

For employees hired to work from our NYC HQ, Fireblocks is required by law to include a reasonable estimate of the compensation range for this role.

This range is specific to New York City, and takes into consideration a wide range of factors that are reviewed when making a hiring decision, such as years of experience, skills, and other business needs.

It is not typical for a candidate to be hired at or near the top of the pay range and each compensation decision is dependent on each individual case.

A reasonable base salary range estimate for this position is $101,000 to $133,000. The base salary is one component of the total compensation package, which for some roles may include a target bonus, a very competitive equity grant, and very generous benefits.

While we believe competitive compensation is a critical aspect of you deciding to join us, we do hope you also spend time considering why our mission and culture are right for you.

We are creating something transformational here, and we hope you are as excited about the future as we are.

Fireblocks' mission is to enable every business to easily and securely access digital assets and cryptocurrencies. In order to do that, we strongly believe our workforce should be as diverse as our clients, and this is why we embrace diversity and inclusion in all its forms.

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