About

• 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. 

• WHAT YOU'LL DO

• Customer Success Manager is responsible for building and maintaining
• relationships end to end with our customers to enable them realize value from
• TRES platform. As a trusted advisor, you will leverage your domain expertise and
• ability to frame problems and find solutions to help customers drive adoption
• and achieve business outcomes. You will be working closely with Sales, Sales
• Engineering, Services, Support, Product Management and Customer Success teams to
• ensure our customer’s success - ultimately driving growth and securing the
• renewal.

• RESPONSIBILITIES 

• * Work with assigned customers and Sales to build Customer Success Plans,
• establishing critical goals, or other key performance indicators to enable
• customers to achieve their goals. Measure, monitor, and report internally and
• externally to Customer Sponsors.
• * Establish regular touchpoints to review progress against technical and
• strategic objectives including roadmap discussions.
• * Work closely with Sales to provide insights to customers about applicability
• of new features in TRES and identify additional business use-cases.
• * Develop, nurture and maintain trusted advisor relationships with stakeholders
• at all levels and drive value and adoption.
• * Translate customer product usage data into actionable advice for customers.
• * Provide Executive Business Reviews in a regular cadence with Business &
• Technical Stakeholders in collaboration with the Account Team including
• Sales, Business Leads, and Product partners.
• * Provide customer’s contract utilization pacing in regular account Health
• Checks towards renewal.
• * Provide customer upsell and expansion recommendations for platform products,
• partnerships, services, and cloud network partners across the full lifecycle
• in regular account check-ins.
• * Assist and provide expert deployment and operational best practices in all
• customer communication channels including in-person, email, web calls, slack,
• and mobile options.
• * Work cross-departmentally to find business outcomes-oriented solutions to
• complex scenarios and integration issues.
• * Strong knowledge of Customer Success best practices with experience defining
• processes to promote adoption.
• * Understand customer health scoring and predictive risk management to prevent
• and resolve renewal risk while managing customer escalations.
• * Continuously drive communication and customer advocacy to ensure an
• orchestrated customer experience.
• * Work transparently to surface customer problems and allow others to
• participate in solving them. 

• REQUIRED SKILLS

• * Bachelor’s degree with 5+ years of experience in Account Manager or Customer
• Success role or related SaaS vendor or systems integrator or in house
• practitioner
• * Experience in managing significant technology and operational change programs
• and have credibility as a trusted advisor to customer executives for such
• programs 
• * Experience of directly assigned to customers with an aggregate of at least $2
• - 5M ARR in total book of business and delivering 10 - 20% upsell expansions
• across their customer accounts
• * Advanced project management experience & skills
• * Ability to translate business requirements into business value, and work with
• sales and marketing teams to promote value-driven solutions to customers
• * Ability to manage executive relationships and discussions
• * Excellent moderation and communication skills
• * Extensive experience within a technical or account management area
• * Solid understanding of crypto markets, wallets, blockchain explorers, and
• DeFi protocols
• * Background in accounting, finance, tax, or related fields – CPA or similar
• certifications are a plus
• * Experience working with crypto transaction data, reconciliation tools, or
• tax/reporting platforms

• PERFORMANCE INDICATORS

• * Gross dollar renewal rate (GDR) and Net Dollar retention (NDR) ARR growth
• (upsell & expansion opportunities with high win rate)
• * Platform adoption and usage
• * Churn and contraction rate
• * Customer satisfaction

• 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. 

• PLEASE SEE OUR CANDIDATE PRIVACY POLICY HERE
• [https://www.fireblocks.com/candidate-privacy-notice/].