Head of APAC, Customer Success Director

Founded in 2018 and already valued at over $8 billion, Fireblocks is a SaaS platform that helps companies to create innovative products on the blockchain and manage day-to-day crypto operations. Fireblocks is trusted by some of the largest financial institutions, banks, globally-recognized brands, and Web3 companies in the world, including BNY Mellon, BNP Paribas, ANZ Bank, Revolut, and thousands more, to securely scale digital asset operations through the Fireblocks Network and MPC-based wallet infrastructure. We have offices in New York, London, Tel Aviv, and Singapore, and we are continuing to expand our teams to reach new customers globally.

Reporting to our Global VP of Customer Success, the Head of APAC, Customer Success Director will manage a Regional Customer Success Team. The responsibilities include managing and optimizing the efforts and activities of Strategic Customer Success Managers and Renewal Managers to increase our platform value realization. This key leadership role drives improving the team's performance results with strong operations, execution, efficiency, and scale. The goal will be to drive measurable outcomes to increase customer retention, business expansion, adoption and customer satisfaction within regional accounts. 

The Head of APAC, Customer Success Director plays a pivotal role in ensuring the company’s growth and reputation by fostering long-term, successful customer relationships. This position requires a blend of strategic thinking, operational prowess, and exceptional leadership to drive success within the region.

Responsibilities:

• Team Leadership:
• Lead and inspire a regional team of Strategic Customer Success Managers and Renewal Managers along with other cross-functional team partners and professionals.
• Foster a collaborative and customer-centric culture within Fireblocks Team and serve other cross-functional partners towards customer success outcomes.
• Account Management Strategy and Planning:
• Develop and/or execute on a value oriented strategic customer success for our top regional accounts aligned with Fireblocks overall GDR, NDR, and NPS goals.
• Collaborate with cross-functional teams to align customer success initiatives with product development, sales, and marketing efforts.
• Customer Lifecycle Management:
• Oversee the end-to-end customer lifecycle, from onboarding through adoption, expansion, and renewal.
• Develop and implement programs to drive value oriented customer engagement and loyalty.
• Customer Advocacy:
• Cultivate customer advocates and business champions through strategic relationships.
• Leverage customer success stories and testimonials for marketing and sales initiatives.
• Metrics and Analytics:
• Establish and/or execute on key performance indicators (KPIs) and metrics to measure and optimize the effectiveness of customer success initiatives.
• Provide regular reporting to leadership on strategic customer success performance and areas for improvement.
• Responsible for the regional Strategic book of business success and commercial retention and expansion execution and growth.
• Renewals and Expansion:
• Drive contract renewals toward Fireblocks retention goals in GDR. Drive contract upsell and expansion in partnership with Sales towards NDR goals.
• Identify and create account upsell and expansion opportunities for NDR following our GTM requirements using our value framework to qualify interest with economic buyers and outline the decision criteria and timing process with our champions vs competitor solutions.
• Collaborate with the sales team in the Deal Acceptance, Knowledge Transfer, and Kick-Off Call to ensure a seamless handover of accounts and potential upsell opportunities.
• Customer Feedback and Insights:
• Gather customer feedback and insights to inform product development and enhance customer experience.
• Act as the voice of the customer within the Fireblocks organization; developing an intimate business relationship with our customers end-to-end in their customer journey with the Account Team including Sales, Marketing, Business, and Product Leads.
• Operations, Training, and Development:
• Manage a reduced account portfolio as a player coach for Strategic accounts
• Manage successful strategic operations with their designated team of CSMs and RMs leading to execution, reporting, and high performance accountability.
• Provide ongoing training, documented enablement, documented process, and professional development opportunities for the Regional Strategic Customer Success team.
• Document processes and create scalable templates and best practices in our Wiki and other Knowledge Base tools such as Juno, Confluence, Gong, and Google docs.
• Keep the team updated on Fireblocks industry best practices and trends with the use of Subject Matter Experts (SME) Mentorship program and Leader coaching.

Qualifications:

• 6 - 10 years of experience in a customer success or account management.
• Proven track record of driving customer satisfaction, retention, and expansion.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.