The world of digital assets is accelerating in speed, magnitude, and complexity, opening the door to new ways for leveraging blockchain technology. Fireblocks' platform and network provide the simplest and most secure way for companies to work with digital assets. It is trusted by some of the largest financial institutions, banks, globally recognized brands, and Web3 companies, including BNY Mellon, BNP Paribas, ANZ Bank, Revolut, and thousands more.
About the Team Reporting to our Global VP of Customer Success, the Head of EMEA, Strategic Customer Success Director will manage a Regional Customer Success Team. Responsibilities include managing and optimizing the efforts of Strategic Customer Success Managers and Renewal Managers to increase platform value realization. This key leadership role focuses on improving team performance through strong operations, execution, efficiency, and scale. The goal is to drive measurable outcomes such as increased customer retention, business expansion, adoption, and customer satisfaction within regional accounts.
The Head of EMEA, Strategic 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 strategic thinking, operational prowess, and exceptional leadership to drive regional success.
What You'll Do - Lead and inspire a regional team of Strategic Customer Success Managers and Renewal Managers, along with cross-functional partners.
- Foster a collaborative and customer-centric culture within Fireblocks and across teams to achieve customer success outcomes.
Account Management Strategy and Planning:
- Develop and execute value-oriented strategic customer success plans for top regional accounts aligned with Fireblocks' GDR, NDR, and NPS goals.
- Collaborate with product development, sales, and marketing teams to align customer success initiatives.
- Industry experience in Payments, Banking, Blockchain, or Crypto is preferred.
Customer Lifecycle Management:
- Oversee the entire customer lifecycle, from onboarding to adoption, expansion, and renewal.
- Implement programs to drive value-oriented engagement and loyalty.
Customer Advocacy:
- Cultivate customer advocates and business champions through strategic relationships.
- Leverage success stories and testimonials for marketing and sales.
Metrics and Analytics:
- Establish KPIs and metrics to measure and optimize customer success initiatives.
- Report regularly to leadership on performance and improvement areas.
- Manage the success and growth of the regional strategic book of business, including retention and expansion.
Renewals and Expansion:
- Drive contract renewals to meet retention goals and upsell opportunities in partnership with Sales.
- Identify account expansion opportunities using our value framework and economic buyer insights.
- Collaborate with sales on deal acceptance, knowledge transfer, and account handovers.
Customer Feedback and Insights:
- Gather feedback to inform product development and improve customer experience.
- Act as the voice of the customer within Fireblocks, developing deep relationships throughout their journey.
Operations, Training, and Development:
- Manage a small portfolio as a player-coach for strategic accounts.
- Ensure successful operations and high performance with the team of CSMs and RMs.
- Provide ongoing training, enablement, and professional development.
- Document processes and create scalable templates and best practices in our Knowledge Base tools.
- Keep the team updated on industry trends through mentorship and coaching programs.
What You'll Bring - 10+ years of experience in customer success or account management.
- Proven track record of driving satisfaction, retention, and expansion.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Experience in blockchain, crypto, banking, or payments industries is a plus.
Fireblocks' mission is to enable every business to securely access digital assets and cryptocurrencies. We believe our workforce should reflect our diverse clients, and we embrace diversity and inclusion in all its forms.