[Remote] VP, Customer Success

Note: The job is a remote job and is open to candidates in USA. Fireblocks is a leading company in the digital asset space, providing secure solutions for financial institutions and businesses. The VP of Customer Success will lead the global Customer Success organization, focusing on enhancing software value realization, customer retention, and business expansion for key enterprise clients.ResponsibilitiesIncrease renewal rates and reduce churn; drive adoption and new business growth; improve Net Promoter Score; own renewals forecasting, operational excellence, and bookingsRecruit, build, and lead a high-performing, collaborative, empowered global CS organization, including regional CS leaders and CSMs. Build a high-performance culture that retains top talent and develops future leadersOversee onboarding through adoption, expansion, and renewal for banking, payments, and strategic enterprise accounts. Manage lifecycle touchpoints and interventions with automation, and drive continuous process and scale improvementIdentify and create upsell and expansion opportunities for NDR, partnering closely with Sales using MEDDPICC to qualify economic buyers, decision criteria, and timing. Collaborate on Deal Acceptance, Knowledge Transfer, and Kick-Off to ensure seamless account handoverExecute CS playbooks and engagement models that implement prescriptive best practices, with metrics that track and measure CS effectiveness and customer healthDevelop an effective customer feedback loop, remediate issues, and bring customer insight into Product and Engineering. Champion senior customer relationships and evangelize Fireblocks customer success storiesBuild working partnerships with Sales, Marketing, and Product/Engineering, and reinforce customer centricity across every touchpoint globallyUse AI and automation to scale CS operations, sharpen forecasting and health-scoring, and increase the leverage of the team. Comfort adopting and championing AI-forward ways of working is expectedSkills10+ years in the B2B technology industry, with at least 6+ years leading customer-facing organizations at scaleExperience running Customer Success for SaaS businesses with total revenues exceeding $100MMDemonstrated experience with enterprise and/or strategic accounts - ideally in banking, payments, financial services, or other regulated, technically complex industriesAnalytical and process-oriented mindset; uses data to drive execution and inform strategy. Competence with AI tools and modelsTechnical fluency sufficient to be credible with a sophisticated product and technical buyersProven change agent - creates or adopts new customer programs that maximize satisfaction, retention, and expansionAbility to manage and influence through persuasion, negotiation, and consensus buildingStrong empathy for customers paired with a genuine passion for revenue and growthDeep understanding of value drivers in recurring-revenue business modelsExcellent communication and presentation skills; able to inspire and motivate large, remote, global teamsRelevant Bachelor's degree preferred; MBA a plusAbility to travel up to 30%Relevant Bachelor's degree preferred; MBA a plusBenefitsTarget bonusA very competitive equity grantVery generous benefitsCompany OverviewFireblocks is a blockchain security service provider for moving, storing, and issuing digital assets. It was founded in 2018, and is headquartered in New York, New York, USA, with a workforce of 501-1000 employees. Its website is https://www.fireblocks.com.Company H1B SponsorshipFireblocks has a track record of offering H1B sponsorships, with 2 in 2026, 4 in 2025, 1 in 2024, 4 in 2023, 3 in 2022. Please note that this does not guarantee sponsorship for this specific role.