FreeHire

Fireblocks

VP, Customer Success

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You will lead a worldwide Customer Success organization, building and scaling a team of CS managers and regional leaders across AMER EMEA and APAC. You will focus on increasing software value realization, retention, adoption and business expansion for banking payments and strategic enterprise accounts. You will operate in a data driven high accountability environment and partner with Sales Marketing and Product Engineering to drive customer outcomes. You will champion customer relationships and translate feedback into product and engineering improvements. You will use AI and automation to scale CS operations and improve forecasting and health scoring.

Responsibilities

  • Increase renewal rates and reduce churn; drive adoption and new business growth; improve Net Promoter Score; own renewals forecasting, operational excellence, and bookings.
  • Recruit, build, and lead a high performing global CS organization including regional CS leaders and CSMs; foster a high performance culture that retains top talent and develops future leaders.
  • Oversee onboarding through adoption expansion and renewal for banking payments and strategic enterprise accounts; manage lifecycle touchpoints with automation and drive continuous process and scale improvement.
  • Identify and create upsell and expansion opportunities for NDR; partner 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.
  • Execute CS playbooks and engagement models with prescriptive best practices and metrics that track CS effectiveness and customer health.
  • Develop a strong voice of the customer by building a feedback loop remediating issues and bringing customer insight into Product and Engineering; champion relationships and customer success stories.
  • Build working partnerships with Sales Marketing and Product Engineering and reinforce customer centricity across every touchpoint globally.
  • Leverage AI and automation to scale CS operations sharpen forecasting and health scoring and increase the leverage of the team.

Requirements

  • 10+ years in B2B technology 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 who creates or adopts new customer programs that maximize satisfaction retention and expansion.
  • Ability to 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%.