VP, Customer Success

About the role

This role involves leading a global Customer Success organization, with a primary focus on driving customer outcomes such as increased renewal rates, reduced churn, and improved Net Promoter Score. The VP will be responsible for overseeing the entire enterprise customer lifecycle, from onboarding through adoption and expansion, particularly for strategic accounts in banking and payments. Success in this position means achieving operational excellence in renewals forecasting and bookings, and continuously improving processes to scale customer success efforts.

A key aspect of this position is building and leading a high-performing global team. This includes recruiting regional leaders and Customer Success Managers, fostering a culture that retains top talent, and developing future leaders within the organization. The VP will also be instrumental in driving expansion opportunities by collaborating closely with the Sales team, ensuring seamless account handovers, and utilizing methodologies like MEDDPICC to qualify new business.

The successful candidate will act as the voice of the customer, establishing effective feedback loops to bring customer insights to product and engineering teams. This involves championing senior customer relationships and promoting Fireblocks' customer success stories. Furthermore, the role requires strong cross-functional partnerships with Sales, Marketing, and Product/Engineering to reinforce a customer-centric approach across all global touchpoints, leveraging modern tools, including AI and automation, to scale operations and improve forecasting.

The base salary for this role is estimated to be between $250,000 and $300,000 USD, forming part of a comprehensive total compensation package.

Skills that matter here

• B2B technology industry: The role requires over a decade of experience in this sector, with a focus on leading customer-facing teams.
• SaaS businesses: Experience managing Customer Success for SaaS companies with significant revenue is essential for this leadership position.
• enterprise and/or strategic accounts: The VP will oversee the customer lifecycle for large, complex accounts, particularly in regulated industries like banking and financial services.
• Analytical and process-oriented mindset: This role demands using data to inform strategy and drive execution, including competence with AI tools for operational scaling.
• Technical fluency: The candidate must possess sufficient technical understanding to engage credibly with sophisticated products and technical buyers.
• MEDDPICC: This methodology will be used in partnership with Sales to qualify expansion opportunities and ensure effective deal management.

Who this role suits

• A leader who has built and scaled customer-facing organizations in the B2B SaaS space.
• Someone with a strong analytical approach, capable of using data to inform strategy and improve processes.
• An individual who excels at managing and influencing through persuasion and consensus-building, both internally and with customers.
• A person passionate about customer satisfaction and revenue growth, with a deep understanding of recurring-revenue models.

From the employer

Key Areas of Responsibility

• Deliver outcomes - Increase renewal rates and reduce churn; drive adoption and new business growth; improve Net Promoter Score; own renewals forecasting, operational excellence, and bookings.
• Build and lead the team - Recruit, build, and lead a high-performing, collaborative, empowered global CS organization, including regional CS leaders and CSMs. Build a high-performance culture that retains top talent and develops future leaders.
• Own the enterprise customer lifecycle - Oversee onboarding through adoption, expansion, and renewal for banking, payments, and strategic enterprise accounts. Manage lifecycle touchpoints and interventions with automation, and drive continuous process and scale improvement.
• Drive expansion with GTM rigor - Identify and create upsell and expansion opportunities for NDR, partnering closely with Sales using MEDDPICC to qualify economic buyers, decision criteria, and timing. Collaborate on Deal Acceptance, Knowledge Transfer, and Kick-Off to ensure seamless account handover.
• Run the operating model - Execute CS playbooks and engagement models that implement prescriptive best practices, with metrics that track and measure CS effectiveness and customer health.
• Be the voice of the customer - Develop an effective customer feedback loop, remediate issues, and bring customer insight into Product and Engineering. Champion senior customer relationships and evangelize Fireblocks customer success stories.
• Partner cross-functionally - Build working partnerships with Sales, Marketing, and Product/Engineering, and reinforce customer centricity across every touchpoint globally.
• Leverage modern tooling - Use AI and automation to scale CS operations, sharpen forecasting and health-scoring, and increase the leverage of the team. Comfort adopting and championing AI-forward ways of working is expected.

Skills & Requirements

• 10+ years in the B2B technology industry, with at least 6+ years leading customer-facing organizations at scale.
• Experience running Customer Success for SaaS businesses with total revenues exceeding $100MM.
• Demonstrated experience with enterprise and/or strategic accounts - ideally in banking, payments, financial services, or other regulated, technically complex industries.
• Analytical and process-oriented mindset; uses data to drive execution and inform strategy. Competence with AI tools and models.
• Technical fluency sufficient to be credible with a sophisticated product and technical buyers.
• Proven change agent - creates or adopts new customer programs that maximize satisfaction, retention, and expansion.
• Ability to manage and influence through persuasion, negotiation, and consensus building.
• Strong empathy for customers paired with a genuine passion for revenue and growth.
• Deep understanding of value drivers in recurring-revenue business models.
• Excellent communication and presentation skills; able to inspire and motivate large, remote, global teams.
• Relevant Bachelor's degree preferred; MBA a plus.
• Ability to travel up to 30%.

Compensation & Location

• New York preferred (East Coast strongly preferred; exceptional US-remote candidates considered).
• A reasonable base salary range estimate for this position is $250,000 – $300,000. 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.