VP, Customer Success

About the role

This Vice President of Customer Success role involves leading a global team to ensure enterprise customers, particularly in banking, payments, and strategic accounts, realize maximum value from Fireblocks' digital asset platform. The focus is on increasing renewal rates, reducing churn, and driving adoption, ultimately impacting Net Promoter Score and new business growth. The leader will oversee the entire customer lifecycle, from onboarding through expansion and renewal, implementing automated touchpoints and continuous process improvements.

A key aspect of this position is building and developing a high-performing, collaborative global Customer Success organization. This includes recruiting and leading regional CS leaders and Customer Success Managers, fostering a culture that retains talent, and developing future leaders. The role demands a leader who can manage and influence through consensus, demonstrating strong empathy for customers while maintaining a passion for revenue and growth.

Success in this role means effectively driving expansion opportunities in partnership with Sales, utilizing methodologies like MEDDPICC, and ensuring seamless account handovers. It also involves running an efficient operating model with clear playbooks and metrics to track CS effectiveness and customer health. The VP will act as the voice of the customer, gathering insights for Product and Engineering, and championing senior customer relationships while leveraging modern tooling, including AI and automation, to scale operations and improve forecasting.

The base salary for this position is estimated to be between $250,000 and $300,000, which is one component of a total compensation package that may include a target bonus, equity, and benefits.

Skills that matter here

• B2B technology industry: The role requires extensive experience, over 10 years, within the B2B technology sector, specifically leading customer-facing organizations at scale.
• SaaS businesses: Candidates must have experience running Customer Success for Software as a Service companies with substantial revenues, exceeding $100MM.
• enterprise and/or strategic accounts: The position demands experience with large, complex client relationships, ideally within regulated industries such as banking, payments, or financial services.
• Analytical and process-oriented mindset: This role requires using data to inform strategy and drive execution, including competence with AI tools and models to optimize CS operations.
• Technical fluency: The leader must possess sufficient technical understanding to engage credibly with a sophisticated product and technical buyers.
• AI and automation: The role involves leveraging AI and automation to scale CS operations, enhance forecasting, and improve team efficiency, requiring comfort with AI-forward approaches.

Who this role suits

• You have a decade or more of experience leading customer-facing teams in B2B tech, specifically in SaaS, with a track record of managing large revenue streams.
• You are a strategic leader who uses data to drive decisions and optimize processes, comfortable with adopting and championing new technologies like AI.
• You are skilled at building and motivating global teams, fostering a high-performance culture, and developing future leaders.
• You possess strong communication and negotiation skills, capable of influencing stakeholders and advocating for customer needs across an organization.

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.