Banking & Payments Lead, Customer Success

Second Renaissance; New York (NY); On-site; USD 131,000 - 210,000; Full time

Job summary

A leading company in the digital assets space seeks a Banking & Payments Lead for their Customer Success team. This senior role involves driving product adoption and maximizing customer success metrics. The ideal candidate will have significant experience in banking and payments, as well as strong leadership and communication skills. With a competitive compensation package that values diversity and inclusion, this opportunity is ideal for those experienced in fintech or crypto environments.

Benefits

Diversity and Inclusion initiatives

Competitive benefits and equity options

Qualifications

• 8-10 years of experience in Banking, Payments, Consulting, or Customer Success.
• Deep knowledge of crypto infrastructure and payment workflows.
• Experience in fast-paced fintech or crypto environments.

Responsibilities

• Drive regional post-sales success and customer adoption.
• Develop account plans to meet key success metrics.
• Collaborate with cross-functional teams to align customer feedback.

Skills

Banking

Payments

Blockchain

Customer Success

Leadership

Communication

Education

Bachelor's degree

MBA preferred

Job description

Banking & Payments Lead, Customer Success

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 are trusted by some of the largest financial institutions, banks, globally-recognized brands, and Web3 companies, 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 regional leader responsible for driving Banking & Payments product adoption from onboarding to ongoing success. You will work with regional Banking & Payments CSMs, RMs, technical teams, and executive stakeholders to maximize success metrics like GDR, NDR, and NPS. Your expertise in Banking and Payments workflows, industry best practices, and Fireblocks use cases will be key in helping customers optimize their digital asset banking and payment strategies.

What You'll Do

• Leadership & Coaching: Drive regional post-sales success across onboarding, adoption, expansion, and retention efforts.
• Trusted Advisor: Advise on customer-centric Banking and Payments workflows, leveraging knowledge of crypto-infrastructure, cross-border transfers, and stablecoin settlements.
• Account Strategy & Performance: Develop and execute account plans to meet GDR, NDR, and NPS goals.
• Regional Marketing Insights: Establish KPIs, metrics, and analytics to measure and optimize customer success initiatives. Provide regular performance reports to leadership.
• Scale Retention & Growth: Drive renewals, upsells, and expansions in partnership with Sales; identify new revenue opportunities.
• Customer Lifecycle Management: Define processes from pre-sales to ongoing health checks and business reviews to maximize ROI and retention.
• Customer Champion: Serve as the Voice of the Customer; gather feedback, cultivate advocates, and produce success stories.
• Cross-Functional Alignment: Collaborate with Product, Sales, and Marketing to gather feedback and inform the roadmap.
• Enablement & Training: Lead industry-specific workshops and develop scalable resources.
• Team Development & Operations: Oversee regional operations, performance reporting, and professional development initiatives.

What You'll Bring

• 8-10 years of experience in Banking, Payments, Blockchain, Consulting, or Customer Success.
• Experience in top-tier Banking, Payments, or Consulting roles.
• Deep knowledge of crypto infrastructure, cross-border transactions, and institutional payment workflows.
• Familiarity with real-time Payments, on/off ramps, PSPs, settlement layers, and compliance.
• Strong experience in technical enablement and stakeholder management.
• Proven track record in strategic reviews, customer satisfaction, retention, and expansion.
• Leadership, coaching, and excellent communication skills.
• Experience in fast-paced fintech or crypto environments.
• Bachelor's degree; MBA preferred.

Compensation ranges from $131,000 to $210,000, including base salary, bonus, equity, and benefits. We value diversity and inclusion, aligning with our mission to enable secure access to digital assets for all businesses.