Banking & Payments Lead, Customer Success

Fireblocks Inc.; New York (NY); Hybrid; USD 131,000 - 210,000; Full time

Job summary

Fireblocks is seeking a Banking & Payments Lead for Customer Success in New York. This senior role will focus on driving product adoption and retention by optimizing customer engagement and performance metrics. The ideal candidate will have extensive experience in banking and payments, with a strong track record in customer success.

Qualifications

• 8-10 years in Banking, Payments, or Customer Success.
• Deep knowledge of banking crypto infrastructure and payment workflows.
• Strong communication and leadership skills.

Responsibilities

• Drive regional post-sales Banking and Payments success.
• Advise on customer-centric Banking workflows.
• Develop account strategies and oversee performance metrics.

Skills

Leadership

Customer Success

Banking & Payments knowledge

Technical Enablement

Communication Skills

Job description

Banking & Payments Lead, Customer Success

New York

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

What You'll Do

• Leadership & Coaching: Drive regional post-sales Banking and Payments success across the customer journey in terms of onboarding, adoption, expansion, and retention efforts for customers.
• Trusted Advisor: Advise on customer-centric Banking and Payments workflows, leveraging deep knowledge of crypto-infrastructure, cross-border transfers and stablecoin settlements.
• Account Strategy & Performance: Develop and/or execute value-driven account plans for our top regional Banking and Payments account performance in our GDR, NDR, and NPS goals.
• Regional Marketing Insights: Establish and/or execute on key performance indicators (KPIs), metrics, and analytics to measure and optimize the effectiveness of customer success initiatives. Regional Quarterly Business Reviews: Provide regular reporting to leadership on strategic customer success performance and areas for improvement.
• Scale Retention & Growth: Drive scaled and efficient regional Banking & Payments renewals, upsells and expansions in partnership with Sales; identify and qualify new revenue opportunities.
• Customer Lifecycle Management: Define end-to-end processes—from pre-sales to onboarding, ongoing Health Checks and Executive Business Reviews—to maximize ROI and retention.
• Customer Champion: Serve as regional Voice of the Customer for Banking & Payments; gather feedback, cultivate advocates and produce a pipeline of success stories and champion programs.
• Cross-Functional Alignment: Collaborate with Product, Sales and Marketing to champion customer needs, gather feedback, insights, and inform our Banking & Payments roadmap.
• Enablement & Training: Lead industry-specific Banking & Payments workshops and develop scalable playbooks, processes, templates, external content, and knowledge-base resources.
• Team Development & Operations: Oversee regional Banking & Payments CSM/RM operations, performance reporting and professional development initiatives.

What You'll Bring

• 8-10 years of experience in Banking, Payments, Blockchain, Consulting, Account Management and Customer Success.
• Experience working in a top-tier Banking, Payments, or Consulting specialty.
• Deep knowledge of Banking and Payments crypto infrastructure, cross-border transactions, stablecoin settlements, and institutional payment workflows.
• Fluency in Banking and 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 commercial and performance metrics with a track record of driving customer satisfaction, retention, and expansion.
• Strong leadership and coaching skills along with excellent communication and interpersonal skills.
• Experience working in fast-paced, high-growth environments within fintech or institutional crypto.

It is not typical for a candidate to be hired at or near the top of the pay range and each compensation decision is dependent on each individual case. A reasonable base salary range estimate for this position is $131,000 to $210,000. The base salary is one component of the total compensation package, which for some roles may include a target bonus, a very competitive equity grant, and very generous benefits.

While we believe competitive compensation is a critical aspect of you deciding to join us, we do hope you also spend time considering why our mission and culture are right for you. We are creating something transformational here, and we hope you are as excited about the future as we are.

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

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