Enterprise Customer Success Manager, Banking Americas

P2P; New York (NY); Hybrid; USD 110,000 - 150,000; Full time

Job summary

A global fintech leader is hiring an Enterprise Customer Success Manager in New York. This pivotal role focuses on customer engagement and account management, with a strategic emphasis on value realization in the rapidly evolving digital asset landscape. Ideal candidates have extensive experience in fintech and SaaS environments, showcasing exceptional relationship-building and analytical skills.

Qualifications

• 8+ years of experience in Customer Success or Account Management in SaaS or fintech.
• Strong understanding of financial infrastructure and digital wallets.
• Proven track record of managing and growing enterprise accounts.

Responsibilities

• Serve as primary contact for enterprise customers in the crypto industry.
• Develop and execute customized account success plans.
• Own health and retention of a portfolio of accounts, driving metrics.

Skills

Relationship-building

Project management

Analytical mindset

Strategic thinking

Tools

Salesforce

Gainsight

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 an Enterprise Customer Success Manager, Banking – you will play a pivotal role in ensuring the success, adoption, growth, retention and satisfaction of our Americas customers. You will act as a trusted advisor, leveraging your deep knowledge of financial technology to help clients maximize the value of our platform. This role requires both a strategic skillset and technical platform expertise as a product expert, a results-oriented professional who thrives in a fast-paced environment and has a proven track record of managing complex customer relationships for both enterprise and growing payment companies.

What You'll Do

Customer Engagement & Success

• Serve as the primary point of contact for enterprise and scale customers in the crypto industry, ensuring their long-term success with our platform.
• Develop and execute customized account success plans to help customers achieve their business objectives.
• Proactively identify opportunities for value realization, product adoption, and process improvements.

Account Management & Retention

• Own the health and retention of a portfolio of enterprise and scale accounts, driving high GDR (Net Dollar Retention) and NDR (Net Dollar Retention) mitigating churn risk.
• Collaborate closely with sales, renewals, and account teams to secure renewals and identify expansion opportunities.
• Lead regular Executive Business Reviews and adoption Health Checks with executive stakeholders to showcase ROI and platform value.

Industry Expertise & Advisory

• Leverage deep domain knowledge of the crypto ecosystem in addition to blockchain to provide strategic advice tailored to the customer’s needs.
• Act as a thought leader, sharing insights on market trends, compliance requirements, and best practices to enhance customer success.
• Facilitate cross-functional alignment between customer teams and internal product/engineering teams to address technical and strategic challenges.

Advocacy & Enablement

• Advocate for customer needs internally, collaborating with Product, Marketing, Support, Services, and Engineering to drive enhancements that meet industry-specific demands.
• Deliver training, enablement sessions, and resources to empower customers to maximize their use of the platform.
• Identify and create customer success stories, case studies, and testimonials to support broader marketing and sales efforts.

What You'll Bring

Experience & Knowledge

• 8+ years of experience in Customer Success, Account Management, or related roles in the SaaS, fintech, or crypto industries.
• Strong understanding of financial infrastructure, compliance requirements, digital wallets, blockchain, or cryptocurrency.
• Proven track record of managing and growing enterprise accounts with complex needs.

Skills

• Exceptional relationship-building skills with executive stakeholders and operational teams.
• Strategic thinker with the ability to align customer objectives with platform capabilities.
• Strong project management skills to navigate complex implementations and integrations.
• Analytical mindset with proficiency in data-driven decision-making and metrics tracking.

Technical Proficiency

• Familiarity with SaaS platforms that enable financial transactions and API-based integrations in the fintech space.
• Proficiency in CRM tools like Salesforce, Gainsight, or equivalent customer success platforms and relevant reporting analytics and product adoption tools.

Soft Skills

• Outstanding communication and presentation skills, both written and verbal.
• Collaborative team player with the ability to work cross-functionally in a global organization.
• Self-starter with a passion for technology and a customer-first mindset.

For employees hired to work from our NYC HQ, Fireblocks is required by law to include a reasonable estimate of the compensation range for this role. This range is specific to New York City, and takes into consideration a wide range of factors that are reviewed when making a hiring decision, such as years of experience, skills, and other business needs.

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 $110,000-$150,000. 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. We operate on a hybrid work model with up to three days per week in-office, enabling our teams to benefit from face-to-face collaboration while maintaining flexibility.

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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