Job opportunity: Customer Success Team Lead - Americas Skip To Content

BE PART OF THE CHANGE Fireblocks is looking for talented people to join the team.

Apply to
This Position

Customer Success Team Lead - Americas

Boston · Full-time · Senior

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 Team Lead, 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 Team Lead, you will be involved in all aspects of team management and strategic planning for the Americas region.

You'll be expected to use your skills and technical orientation to ensure the 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, 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 of Fireblocks customers in the region. 

 

Responsibilities:

* Full ownership of the post-sale processes in the Americas region, accompanying Fireblocks’ Americas customers step-by-step from the initial activation through implementation and onboarding.

* You will be the trusted partner for the customer on the use-case and product functionality, providing technical training and recommendations for the customer.

* Collaborate closely with cross functional team members, to support strategy and workflow development. 

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

* Drive employee engagement and a high-performance culture within the team, ensuring effective performance management, 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.

Requirements


  • 5+ years of experience building and leading a customer success team, in a world-class SaaS company.
  • Hands on experience with product implementation, and product usage increasement. 
  • Experience in scaling in a hyper-growth company, and a deep understanding of the SaaS business model.
  • Results-driven and forward-thinking mindset, with the ability to problem-solve complex issues and drive shared targets and outcomes across internal and external teams.
  • Excellent communication, influence, and presentation skills at a leadership level.

Apply for this position