VP, Customer Success

About the role

In this role, you will lead a global Customer Success team focused on driving customer satisfaction and retention for enterprise accounts. Your responsibilities include overseeing the customer lifecycle, managing renewals, and implementing best practices to enhance customer engagement.

You will collaborate closely with Sales, Marketing, and Product teams to identify growth opportunities and ensure a seamless experience for clients. Success in this position involves building a high-performing team and leveraging data and AI tools to optimize customer success operations.

The salary range for this role is between $250,000 and $300,000, which is a significant component of the total compensation package.

Who this role suits

• A seasoned leader with over 10 years in the B2B technology sector, particularly in customer-facing roles.
• Analytical and process-oriented, using data to drive strategy and execution.
• Empathetic towards customers, with a strong passion for revenue and growth.
• Skilled in communication and capable of inspiring remote teams.

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.