VP, Customer Success

New

FireblocksDigital assets, Blockchain

New York preferred (East Coast strongly preferred; exceptional US-remote candidates considered)Full-TimeVp

Salary$250,000 – $300,000

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Job Details

Experience: 10+ years in the B2B technology industry, with at least 6+ years leading customer-facing organizations at scale.
Required Skills: BlockchainCustomer SuccessSaaS

10+ years of experience in the B2B technology industry.
6+ years of experience leading customer-facing organizations at scale.
Proven experience running Customer Success for SaaS businesses with revenue exceeding $100MM.
Experience managing strategic or enterprise accounts in banking, payments, or regulated financial services.
Strong analytical and process-oriented mindset with ability to use data for strategy and execution.
Technical fluency in blockchain, digital assets, or infrastructure security.
Competence with AI tools and models for operational scaling.
Proven ability as a change agent in implementing new customer-centric programs.
Excellent communication and presentation skills to lead global, remote teams.
Ability to travel up to 30%.
Bachelor's degree required; MBA preferred.

Lead a global Customer Success organization, including building and managing regional leaders and CSMs.
Increase renewal rates, reduce churn, and drive software adoption and business expansion.
Oversee the full enterprise customer lifecycle from onboarding through renewal for banking and payment accounts.
Partner with Sales using MEDDPICC to identify expansion opportunities and drive net dollar retention.
Develop and execute customer success playbooks, health-scoring models, and operational strategies.
Act as the voice of the customer to provide insights to Product and Engineering teams.
Leverage AI and automation to scale operations and improve forecasting and team effectiveness.

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