Banking & Payments Lead, Customer Success

Banking & Payments Lead, Customer Success

The world of digital assets is accelerating in speed, magnitude, and complexity, opening the door to new ways for leveraging the blockchain. Fireblocks’ platform and network provide the simplest and most secure way for companies to work with digital assets and it 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.

As Banking & Payments Lead, Customer Success, you will be a senior-level regionalized leader and team contributor responsible for driving Banking & Payments product adoption from onboarding to ongoing success. You will work closely with regional Banking & Payments CSMs, RMs, technical teams, and executive stakeholders to maximize key success metrics like Gross Dollar Retention (GDR), Net Dollar Retention (NDR), and NPS.

Your expertise in Banking and Payments workflows, industry best practices, and Fireblocks use cases will be critical in helping customers optimize their digital asset banking and payment strategies.

• Leadership &
  
  Coaching:
  
  Drive regional post-sales Banking and Payments success across the customer journey in terms of onboarding, adoption, expansion, and retention efforts for customers.
• Trusted Advisor: Advise on customer-centric Banking and Payments workflows, leveraging deep knowledge of crypto-infrastructure, cross-border transfers and stablecoin settlements.
• Account Strategy & Performance: Develop and/or execute value-driven account plans for our top regional Banking and Payments account performance in our GDR, NDR, and NPS goals.
• Regional Marketing Insights: Establish and/or execute on key performance indicators (KPIs), metrics, and analytics to measure and optimize the effectiveness of customer success initiatives.
• Regional Quarterly Business Reviews: Provide regular reporting to leadership on strategic customer success performance and areas for improvement.
• Scale Retention & Growth: Drive scaled and efficient regional Banking & Payments renewals, upsells and expansions in partnership with Sales; identify and qualify new revenue opportunities.
• Customer Lifecycle Management: Define end-to-end processes—from pre-sales to onboarding, ongoing Health Checks and Executive Business Reviews—to maximize ROI and retention.
• Customer Champion: Serve as regional Voice of the Customer for Banking & Payments; gather feedback, cultivate advocates and produce a pipeline of success stories and champion programs.
• Cross-Functional Alignment: Collaborate with Product, Sales and Marketing to champion customer needs, gather feedback, insights, and inform our Banking & Payments roadmap.
• Enablement & Training: Lead industry-specific Banking & Payments workshops and develop scalable playbooks, processes, templates, external content, and knowledge-base resources.
• Team Development & Operations: Oversee regional Banking & Payments CSM/RM operations, performance reporting and professional development initiatives.

• 8-10 years of experience in Banking, Payments, Blockchain, Consulting, Account Management and Customer Success.
• Experience working in a top-tier Banking, Payments, or Consulting specialty.
• Deep knowledge of Banking and Payments crypto infrastructure, cross-border transactions, stablecoin settlements, and institutional payment workflows.
• Fluency in Banking and Payments vernacular – Familiarity with concepts like real-time Payments, on/off ramps, PSPs, settlement layers, interchange fees, and compliance in digital assets.
• Strong experience in technical enablement and business stakeholder management, with the ability to simplify complex topics for diverse audiences.
• Proven ability to lead strategic business reviews and optimize customer success commercial and performance metrics with a track record of driving customer satisfaction, retention, and expansion.
• Strong leadership and coaching skills along with excellent communication and interpersonal skills.
• Experience working in fast-paced, high-growth environments within fintech or institutional crypto.
• Bachelor's degree; MBA…