Job opportunity: Customer Success Director - Americas Skip To Content

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Customer Success Director - Americas


About The Position

Fireblocks is an easy-to-use, enterprise-grade platform for financial institutions that need to streamline digital asset operations, in parallel to security enhancement.

Fireblocks uses state-of-the-art technology in order for customers to have one platform for their team to securely store and transfer digital assets across all their exchanges, wallets, counterparties, etc.

We are looking for a customer experience-centric and results-driven Customer Success Director, to establish and manage our new Americas team in Boston. Among our customers, you can find the world’s top financial organizations, the most innovative tech companies, and top brands in the blockchain industry.

As a Customer Success Regional Director, you will be involved in all aspects of team management and strategy planning for the Americas region.

You'll be expected to use your skills and technical orientation to ensure successful onboarding of new customers, and retention of existing ones. You will build great relationships, build strategies and lead the successful execution of them in the region, achieve organizational needs and targets, identify and set necessary KPIs, and work in close alignment with other organizations within the company (Support, Product, Sales, Finance, R&D and Marketing), to drive product adoption and customer satisfaction. 


* Hire, grow and develop a regional customer success group. 

* Define operational metrics for the group, and measure Effectiveness of Customer Success.

* Drive employee engagement and a high-performance culture within the teams, ensuring effective performance management, coaching, and development of the teams, and creating an environment where people can excel through accountability, encouragement, and empowerment.

* Drives innovation, best practices, and process improvement.

* Enforce process adherence across the teams to create a consistent experience for customers and other team members.


  • 5+ years of experience building and leading a global customer success group, in a world-class SaaS company.
  • Experience in scaling a hyper-growth company, and a Deep understanding of the SaaS business model and the challenges for Customer Success in a SaaS environment.
  • Ability to set goals for the organization and hold individuals accountable.
  • Results-driven, the forward-thinking mindset with the ability to problem-solve complex issues to drive shared targets and outcomes across internal and external teams.
  • Experience with financial planning and analysis.
  • Excellent communication, influence, and presentation skills at a leadership level.

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