Head of AMER, Fireblocks
Customer Success Director
$131-210k
Helping financial institutions securely transfer digital assets
Open for applications
Helping financial institutions securely transfer digital assets
501-1000 employees
Open for applications
$131-210k
501-1000 employees
Company mission
To enable every business to easily and securely support digital assets and cryptocurrencies.
Role
Who you are
- 10+ years of experience in customer success or account management
- Proven track record of driving customer satisfaction, retention, and expansion
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- Experience in any of the following industries is a plus: blockchain, crypto, banking, and payments
- Bachelor's degree; MBA highly desired
What the job involves
- Reporting to our Global VP of Customer Success, the Head of EMEA, Strategic Customer Success Director will manage a Regional Customer Success Team. The responsibilities include managing and optimizing the efforts and activities of Strategic Customer Success Managers and Renewal Managers to increase our platform value realization
- This key leadership role drives improving the team's performance results with strong operations, execution, efficiency, and scale. The goal will be to drive measurable outcomes to increase customer retention, business expansion, adoption and customer satisfaction within regional accounts
- The Head of AMER, Customer Success Director plays a pivotal role in ensuring the company’s growth and reputation by fostering long-term, successful customer relationships. This position requires a blend of strategic thinking, operational prowess, and exceptional leadership to drive success within the region
- Lead and inspire a regional team of Strategic Customer Success Managers and Renewal Managers along with other cross-functional team partners and professionals
- Foster a collaborative and customer-centric culture within Fireblocks Team and serve other cross-functional partners towards customer success outcomes
- Develop and/or execute on a value oriented strategic customer success for our top regional accounts aligned with Fireblocks overall GDR, NDR, and NPS goals
- Collaborate with cross-functional teams to align customer success initiatives with product development, sales, and marketing efforts
- Industry experience in Payments, Banking, Blockchain, Crypto preferred
- Oversee the end-to-end customer lifecycle, from onboarding through adoption, expansion, and renewal
- Develop and implement programs to drive value oriented customer engagement and loyalty
- Cultivate customer advocates and business champions through strategic relationships
- Leverage customer success stories and testimonials for marketing and sales initiatives
- Establish and/or execute on key performance indicators (KPIs) and metrics to measure and optimize the effectiveness of customer success initiatives
- Provide regular reporting to leadership on strategic customer success performance and areas for improvement
- Responsible for the regional Strategic book of business success and commercial retention and expansion execution and growth
- Drive contract renewals toward Fireblocks retention goals in GDR. Drive contract upsell and expansion in partnership with Sales towards NDR goals
- Identify and create account upsell and expansion opportunities for NDR following our GTM requirements using our value framework to qualify interest with economic buyers and outline the decision criteria and timing process with our champions vs competitor solutions
- Collaborate with the sales team in the Deal Acceptance, Knowledge Transfer, and Kick-Off Call to ensure a seamless handover of accounts and potential upsell opportunities
- Gather customer feedback and insights to inform product development and enhance customer experience
- Act as the voice of the customer within the Fireblocks organization; developing an intimate business relationship with our customers end-to-end in their customer journey with the Account Team including Sales, Marketing, Business, and Product Leads
- Manage a small account portfolio as a player coach for Strategic accounts
- Manage successful strategic operations with their designated team of CSMs and RMs leading to execution, reporting, and high performance accountability
- Provide ongoing training, documented enablement, documented process, and professional development opportunities for the Regional Strategic Customer Success team
- Document processes and create scalable templates and best practices in our Wiki and other Knowledge Base tools such as Juno, Confluence, Gong, and Google docs
- Keep the team updated on Fireblocks industry best practices and trends with the use of Subject Matter Experts (SME) Mentorship program and Leader coaching
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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