Customer Success Manager, EMEA

The world of digital assets is accelerating in speed, magnitude, and complexity, opening the door to new ways for leveraging the blockchain. Fireblocks’ platform and network provide the simplest and most secure way for companies to work with digital assets and it trusted by some of the largest financial institutions, banks, globally-recognized brands, and Web3 companies in the world, including BNY Mellon, BNP Paribas, ANZ Bank, Revolut, and thousands more.

What you’ll do

As a Senior Enterprise 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. 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.

Responsibilities

Customer Engagement & Success

• 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.
  
  

• 8+ 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.