APAC Banking Success Director – Crypto & Payments

Dynamic; Singapore; On-site; SGD 180,000 - 280,000; Full time

Job summary

Fireblocks seeks a Customer Success Director, Banking APAC, to own post-sale outcomes for banking and fintech segments in APAC. You will drive time-to-value, adoption, retention (GDR/NDR), and expansion while partnering with Sales, Product, and Engineering.

You will guide enterprise and high-growth customers through adoption, value realization, and long-term success on our platform, leading cross-functional initiatives and executive governance.

Qualifications

• 10+ years in Customer Success, Technical Account Management, or Enterprise Client Leadership within SaaS, fintech, banking, or crypto.
• Strong fluency in banking and payments infrastructure, compliance environments, digital wallets, APIs, and blockchain-based systems.
• Proven ability to manage and grow complex enterprise accounts.
• Executive presence with strong commercial judgment and cross-functional leadership.
• Ability to translate customer architecture and business goals into outcomes.
• Strong analytical, project management, and data-driven decision-making skills.
• Experience with CRM and CS platforms (e.g., Salesforce, Planhat) and product adoption analytics.
• Comfort and fluency with AI tools to drive efficiency in account management, reporting, and customer insights.

Responsibilities

• Define and scale the Banking Success Playbook: onboarding standards, adoption maturity models, KPIs, and expansion signals.
• Develop a repeatable banking point-of-view across payments rails, stablecoin flows, treasury operations, risk, and compliance.
• Provide functional guidance and mentorship to CSMs supporting the banking segment.
• Support strategic banking customers through POCs and build outcome-based success plans tied to customer KPIs.
• Proactively identify opportunities for adoption, architecture alignment, roadmap influence, and business value creation.
• Own portfolio health and churn mitigation while driving strong GDR and NDR.
• Partner with Sales on expansion strategy, translating customer architecture and adoption into commercial recommendations.
• Lead executive governance through EBRs, adoption health checks, and strategic roadmap sessions.
• Act as a trusted advisor with deep expertise in banking, payments, fintech, and crypto infrastructure.
• Orchestrate alignment across Product, Engineering, Support, Services, Marketing, and Sales to resolve challenges.
• Advocate for customer needs internally to influence product and GTM priorities.
• Lead high-stakes escalations with clear communication and mitigation plans.
• Deliver executive-level enablement, adoption workshops, and training.
• Develop customer success stories and references in partnership with Marketing.

Skills

Customer Success

Enterprise leadership

Cross-functional leadership

Data-driven decision making

Tools

Salesforce

Planhat

Job description

Fireblocks seeks a Customer Success Director, Banking APAC, to own post-sale outcomes for banking and fintech segments in APAC. You will drive time-to-value, adoption, retention (GDR/NDR), and expansion while partnering with Sales, Product, and Engineering.

You will guide enterprise and high-growth customers through adoption, value realization, and long-term success on our platform, leading cross-functional initiatives and executive governance.