Payments Customer Success Manager, Fireblocks
$131-172k
Helping financial institutions securely transfer digital assets
Be an early applicant
Helping financial institutions securely transfer digital assets
501-1000 employees
Be an early applicant
$131-172k
501-1000 employees
Company mission
To enable every business to easily and securely support digital assets and cryptocurrencies.
Role
Who you are
- This role requires both a strategic skillset and technical platform expertise as a product expert, a results-oriented professional who thrives in a fast-paced environment and has a proven track record of managing complex customer relationships for both enterprise and growing payment companies
- 5+ years of experience in Customer Success, Account Management, or related roles in the SaaS, fintech, or payments industries
- Strong understanding of payments infrastructure, compliance requirements, digital wallets, blockchain, or cryptocurrency
- Proven track record of managing and growing enterprise accounts with complex needs
- Exceptional relationship-building skills with executive stakeholders and operational teams
- Strategic thinker with the ability to align customer objectives with platform capabilities
- Strong project management skills to navigate complex implementations and integrations
- Analytical mindset with proficiency in data-driven decision-making and metrics tracking
- Familiarity with SaaS platforms that enable financial transactions and API-based integrations in the fintech space
- Proficiency in CRM tools like Salesforce, Gainsight, or equivalent customer success platforms and relevant reporting analytics and product adoption tools
- Outstanding communication and presentation skills, both written and verbal
- Collaborative team player with the ability to work cross-functionally in a global organization
- Self-starter with a passion for technology and a customer-first mindset
What the job involves
- As a Customer Success Manager for the Payments vertical, you will play a pivotal role in ensuring the success, adoption, growth, retention and satisfaction of our Payments customers
- You will act as a trusted advisor, leveraging your deep knowledge of payments and financial technology to help clients maximize the value of our platform
- Serve as the primary point of contact for enterprise and scale customers in the payments industry, ensuring their long-term success with our platform
- Develop and execute customized account success plans to help customers achieve their business objectives
- Proactively identify opportunities for value realization, product adoption, and process improvements
- Own the health and retention of a portfolio of enterprise and scale accounts, driving high GDR (Net Dollar Retention) and NDR (Net Dollar Retention) mitigating churn risk
- Collaborate closely with sales, renewals, and account teams to secure renewals and identify expansion opportunities
- Lead regular Executive Business Reviews and adoption Health Checks with executive stakeholders to showcase ROI and platform value
- Leverage deep domain knowledge of the payments ecosystem in addition to crypto and blockchain to provide strategic advice tailored to the customer’s needs
- Act as a thought leader, sharing insights on market trends, compliance requirements, and best practices to enhance customer success
- Facilitate cross-functional alignment between customer teams and internal product/engineering teams to address technical and strategic challenges
- Advocate for customer needs internally, collaborating with Product, Marketing, Support, Services, and Engineering to drive enhancements that meet industry-specific demands
- Deliver training, enablement sessions, and resources to empower customers to maximize their use of the platform
- Identify and create customer success stories, case studies, and testimonials to support broader marketing and sales efforts
Our take
The derivatives market has always been attractive for larger investors, but one of the biggest hurdles they needed to overcome has to do with capital efficiency, custody and security. Fireblocks allows for the trading of derivatives on any asset, using any form of collateral while receiving cross-margin benefits across counterparties. Essentially, it enables institutional traders to move digital assets without the operational or security headache.
By trying to make digital asset trading more secure, Fireblocks is banking on assets like cryptocurrencies becoming a new part of the mainstream trade of financial institutions. Cryptocurrencies are known for being notoriously unstable in their value but when traded properly, can be hugely profitable. Fireblocks believes that their cybersecurity services will make the industry seem safer and thereby make it more attractive to new participants.
In fact, Fireblocks are already on to something here. Now that cybersecurity standards have been boosted, a whole new crop of institutional entities has already set up shop in the crypto world. The more that follow suit, the more stable the market becomes - and the more potential clients Fireblocks can access. If Fireblocks can make digital assets both accessible and secure for mainstream traders, as they are doing through partnerships with the likes of CoinTrade, they have a huge potential market waiting to be tapped into.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Jan 2022
$550m
SERIES E
Jul 2021
$310m
SERIES D
Total funding: $1.0bn
Company benefits
- Work from home opportunities
- The opportunity to learn from and collaborate with leading industry professionals on cutting-edge financial and security technology in a fast-paced, creative environment
- Ability to have a direct impact on an exciting product and the user experience
- Competitive salary, benefits, and equity
- Flexible vacation policy
Company HQ
Garment District, New York, NY
Articles
Leadership
Michael Shaulov
(CEO)Prior to Fireblocks, they co-founded Lacoon Mobile Security, which was acquired by Check Point, and was then appointed the Head of Products, Mobile and Cloud Security for Check Point. Previously a seed investor in Armis Security and Orca Security.
Paul Berengoltz
(VP R&D)Previously director of research at Lacoon Mobile Security.
Idan Ofrat
(CTO)Ex software consultant and previous VP Product at Orbs - a blockchain company.
People progressing
Joined as VP Business Development in 2019, promoted after 1 year and 2 months to VP of Strategic Accounts. In November 2023, he became VP of Business Development.
Salary benchmarks
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