Payments Lead, Customer Success

Fireblocks; Greater London; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Payments Lead to enhance customer success and drive payments product adoption. In this role, you will leverage your extensive experience in payments and customer success to guide clients through their digital asset payment strategies. You will collaborate with various teams to optimize key success metrics and conduct technical enablement workshops. This position offers a unique opportunity to work at the forefront of digital asset innovation, making a significant impact on customer experiences and satisfaction. Join a diverse and inclusive team dedicated to transforming the financial landscape.

Qualifications

• 8-10 years in Payments or Payments Consulting and customer success.
• Experience with top-tier payments companies or Big 4 consulting.

Responsibilities

• Drive post-sales payments success across customer lifecycle.
• Lead data-driven reviews to showcase ROI and drive alignment.

Skills

Payments Consulting

Stakeholder Management

Technical Enablement

Customer Success

Payments Infrastructure Knowledge

Cross-Border Transactions

Education

Bachelor's Degree

Master's Degree

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

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

What You’ll Bring

1. 8-10 years of experience in Payments or Payments Consulting and customer success.
2. Background in top-tier payments companies (e.g., Visa, Mastercard, Stripe, PayPal) or Big 4 consulting (Deloitte, PwC, EY, KPMG) specializing in Payments.
3. Deep knowledge of payments infrastructure, cross-border transactions, stablecoin settlements, and institutional payment workflows.
4. Fluency in payments vernacular – Familiarity with concepts like real-time payments, on/off ramps, PSPs, settlement layers, interchange fees, and compliance in digital assets.
5. Strong experience in technical enablement and business stakeholder management, with the ability to simplify complex topics for diverse audiences.
6. 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.