VP of Customer Success

Join Fireblocks, a leading digital asset security platform, as the VP of Customer Success. In this role, you will lead our global Customer Success organization, focusing on increasing software value realization, retention, adoption, and business expansion. You will build and lead a high-performing team, oversee the enterprise customer lifecycle, drive expansion with go-to-market rigor, run the operating model, be the voice of the customer, partner cross-functionally, and leverage modern tooling. This is a critical role for Fireblocks' long-term growth, requiring a leader with extensive experience in the B2B technology industry and a deep understanding of recurring-revenue business models.

• Lead and scale the worldwide Customer Success organization, focusing on increasing software value realization, retention, adoption, and business expansion.
• Build and lead a high-performing, collaborative, empowered global Customer Success organization, including regional CS leaders and Customer Success Managers.
• Oversee the enterprise customer lifecycle, managing onboarding through adoption, expansion, and renewal for banking, payments, and strategic enterprise accounts.
• Proven change agent – creates or adopts new customer programs that maximize satisfaction, retention, and expansion
• Relevant Bachelor’s degree preferred; MBA a plus
• Ability to travel up to 30%
• Ability to manage and influence through persuasion, negotiation, and consensus building
• Demonstrated experience with enterprise and/or strategic accounts – ideally in banking, payments, financial services, or other regulated, technically complex industries
• 10+ years in the B2B technology industry, with at least 6+ years leading customer-facing organizations at scale
• Analytical and process-oriented mindset; uses data to drive execution and inform strategy. Competence with AI tools and models
• Deep understanding of value drivers in recurring-revenue business models
• Experience running Customer Success for SaaS businesses with total revenues exceeding $100MM
• Strong empathy for customers paired with a genuine passion for revenue and growth
• Excellent communication and presentation skills; able to inspire and motivate large, remote, global teams
• Technical fluency sufficient to be credible with a sophisticated product and technical buyers
• A combined background of post-sale and sales experience is ideal. A professional services background is a strong plus, particularly given our focus on enterprise transformation in regulated, high-complexity accounts
• Technical – credible with a sophisticated, technical product in the areas such as blockchain, digital assets, infrastructure, security and with technical buyers and stakeholders inside Financial institutions, banks and payments companies
• This is a rare combination. The right candidate is all three of the following, not just one or two:
• Analytical – a structured, process-oriented thinker who can design playbooks, segmentation, and operating models that scale across regions and a complex enterprise customer base
• Data-led – Leverages AI to operate the CS org with focus metrics (GDR, NDR, NPS, adoption, health scores), uses data to drive execution and inform strategy, and holds the team accountable to measurable outcomes