Head of Region, CS Director | Strategic Customer Success Leader (EMEA)

P2P; London; On-site; GBP 70,000 - 100,000; Full time

Job summary

A leading company in the digital asset space is looking for a Payments Lead for Customer Success in London. This senior role involves driving post-sales payments adoption and working with executives to enhance customer success metrics. Candidates should have extensive experience in payments from top firms and a strong understanding of payment workflows in fintech and crypto.

Qualifications

• 8-10 years of experience in Payments or Payments Consulting and customer success.
• Deep knowledge of payments infrastructure and institutional payment workflows.
• Experience in fast-paced, high-growth environments within fintech or crypto.

Responsibilities

• Drive post-sales payments success across customer lifecycle.
• Manage strategic KPIs like GDR, NDR, and NPS.
• Conduct technical workshops on payments capabilities.

Skills

Payments industry knowledge

Customer success management

Stakeholder management

Technical enablement

Cross-functional collaboration

Job description

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.

About the Team

As Payments Lead, Customer Success, you will be a senior-level individual contributor responsible for driving Payments Product Adoption from onboarding to ongoing success. You will work closely with regional Payments CSMs, technical teams, and executive stakeholders to maximize key success metrics like Gross Dollar Retention (GDR), Net Dollar Retention (NDR), and NPS. Your expertise in payments workflows, industry best practices, and Fireblocks use cases will be critical in helping customers optimize their digital asset payment strategies.

What You’ll Do

• Drive post-sales payments success –across the customer lifecycle and journey in terms of onboarding, adoption, expansion, and retention efforts for payments customers.
• Drive Strategic KPIs – Improve GDR, NDR, and NPS through proactive engagement, design of operating processes, and CS optimization strategies.
• Stakeholder Management – Serve as a trusted advisor to payments executives, operations teams, and technical leads.
• Technical Enablement – Conduct technical workshops, deep-dive training, and solutioning sessions on Fireblocks payments capabilities.
• Executive Business Reviews (EBRs) – Lead data-driven reviews to showcase ROI and drive strategic alignment.
• Industry & Use Case Expertise – Leverage deep payments industry knowledge to consult on Fireblocks-specific payment flows.
• Cross-Functional Collaboration – Work closely with Product, Engineering, Sales, and Marketing to advocate for customer needs.

What You’ll Bring

• 8-10 years of experience in Payments or Payments Consulting and customer success.
• Background in top-tier payments companies (e.g., Visa, Mastercard, Stripe, PayPal) or Big 4 consulting (Deloitte, PwC, EY, KPMG) specializing in Payments.
• Deep knowledge of payments infrastructure, cross-border transactions, stablecoin settlements, and institutional payment workflows.
• Fluency in payments vernacular – Familiarity with concepts like real-time payments, on/off ramps, PSPs, settlement layers, interchange fees, and compliance in digital assets.
• Strong experience in technical enablement and business stakeholder management, with the ability to simplify complex topics for diverse audiences.
• Proven ability to lead strategic business reviews and optimize customer success metrics.

Experience working in fast-paced, high-growth environments within fintech, crypto, or institutional payments.

Fireblocks' mission is to enable every business to easily and securely access digital assets and cryptocurrencies. In order to do that, we strongly believe our workforce should be as diverse as our clients, and this is why we embrace diversity and inclusion in all its forms.

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