Customer Success Manager, Fireblocks
Scale Americas
$105-145k
3 days a week in office
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
$105-145k
3 days a week in office
501-1000 employees
Company mission
To enable every business to easily and securely support digital assets and cryptocurrencies.
Role
Who you are
- Bachelor’s degree with 5+ 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 - 5M ARR in total book of business and delivering 10 - 20% upsell expansions across their customer accounts
- 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
What the job involves
- 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
- 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 use-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 Health Checks towards renewal
- 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 business outcomes-oriented 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 renewal risk while managing 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
- Performance Indicators:
- Gross dollar renewal rate (GDR) and Net Dollar retention (NDR) ARR growth (upsell & expansion opportunities with high win rate)
- Platform adoption and usage
- Churn and contraction rate
- Customer satisfaction
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
20% employee growth in 12 months
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
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.
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