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For Companies At a Glance
- Tasks: Build and maintain relationships with customers to drive adoption of the TRES platform.
- Company: Join Fireblocks, a leader in secure digital asset management.
- Benefits: Competitive salary, diverse culture, and opportunities for professional growth.
- Why this job: Be a trusted advisor and make a real impact in the blockchain space.
- Qualifications: 5+ years in Customer Success or Account Management, with strong project management skills.
- Other info: Dynamic environment with a focus on diversity and inclusion.
The predicted salary is between 36000 - 60000 £ per year.
Overview
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 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.
Responsibilities
- Customer Success Manager is responsible for building and maintaining relationships end to end with our customers to enable them to realise value from TRES platform.
- As a trusted advisor, you will leverage your domain expertise and ability to frame problems and find solutions to help customers drive adoption and achieve business outcomes.
- You will be working closely with Sales, Sales Engineering, Services, Support, Product Management and Customer Success teams to ensure our customer’s success - ultimately driving growth and securing the renewal.
- Work with assigned customers and Sales to build Customer Success Plans, establishing critical goals, or other key performance indicators to enable customers to achieve their goals.
- Measure, monitor, and report internally and externally to Customer Sponsors.
- Establish regular touchpoints to review progress against technical and strategic objectives including roadmap discussions.
- Work closely with Sales to provide insights to customers about applicability of new features in TRES and identify additional business use-cases.
- Develop, nurture and maintain trusted advisor relationships with stakeholders at all levels and drive value and adoption.
- Translate customer product usage data into actionable advice for customers.
- Provide Executive Business Reviews in a regular cadence with Business & Technical Stakeholders in collaboration with the Account Team including Sales, Business Leads, and Product partners.
- Provide customer’s contract utilization pacing in regular account Health Checks towards renewal.
- Provide customer upsell and expansion recommendations for platform products, partnerships, services, and cloud network partners across the full lifecycle in regular account check-ins.
- Assist and provide expert deployment and operational best practices in all customer communication channels including in-person, email, web calls, slack, and mobile options.
- Work cross-departmentally to find business outcomes-oriented solutions to complex scenarios and integration issues.
- Strong knowledge of Customer Success best practices with experience defining processes to promote adoption.
- Understand customer health scoring and predictive risk management to prevent and resolve renewal risk while managing customer escalations.
- Continuously drive communication and customer advocacy to ensure an orchestrated customer experience.
- Work transparently to surface customer problems and allow others to participate in solving them.
Required Skills
- Bachelor’s degree with 5+ years of experience in Account Manager or Customer Success role or related SaaS vendor or systems integrator or in-house practitioner.
- Experience in managing significant technology and operational change programs and have credibility as a trusted advisor to customer executives for such programs.
- Experience of directly assigned to customers with an aggregate of at least $2 - 5M ARR in total book of business and delivering 10 - 20% upsell expansions across their customer accounts.
- Advanced project management experience & skills.
- Ability to translate business requirements into business value, and work with sales and marketing teams to promote value-driven solutions to customers.
- Ability to manage executive relationships and discussions.
- Excellent moderation and communication skills.
- Extensive experience within a technical or account management area.
- Solid understanding of crypto markets, wallets, blockchain explorers, and DeFi protocols.
- Background in accounting, finance, tax, or related fields – CPA or similar certifications are a plus.
- Experience working with crypto transaction data, reconciliation tools, or tax/reporting platforms.
Performance Indicators
- Gross dollar renewal rate (GDR) and Net Dollar retention (NDR).
- ARR growth (upsell & expansion opportunities with high win rate).
- Platform adoption and usage.
- Churn and contraction rate.
- Customer satisfaction.
Fireblocks' mission is to enable every business to easily and securely access digital assets and cryptocurrencies. In order to do that, we strongly believe our workforce should be as diverse as our clients, and this is why we embrace diversity and inclusion in all its forms.
Customer Success Manager, Tres employer: Fireblocks
Contact Detail:
Fireblocks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager, Tres
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, webinars, or even local meetups. The more you engage, the better your chances of landing that Customer Success Manager role.
✨Tip Number 2
Show off your expertise! When you get the chance to chat with potential employers, share your insights on customer success best practices and how you've driven adoption in previous roles. This will position you as a trusted advisor right from the start.
✨Tip Number 3
Tailor your approach! Research the company and its customers before any interviews. Be ready to discuss how you can help them achieve their goals using the TRES platform. This shows you're genuinely interested and prepared.
✨Tip Number 4
Don’t forget to follow up! After interviews or networking events, send a quick thank-you note. Mention something specific from your conversation to remind them of your fit for the role. It keeps you top of mind and shows your enthusiasm!
We think you need these skills to ace Customer Success Manager, Tres
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in managing customer relationships and driving adoption, as these are key aspects of the job. We want to see how your skills align with what we’re looking for!
Showcase Your Expertise: Don’t hold back on showcasing your knowledge of the crypto markets and blockchain technology. Mention any relevant projects or experiences that demonstrate your ability to translate complex concepts into actionable advice for customers. This will help us see you as a trusted advisor.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate straightforward communication, especially since you'll be doing a lot of it in this role!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team at Fireblocks!
How to prepare for a job interview at Fireblocks
✨Know Your Customer Success Metrics
Before the interview, brush up on key performance indicators like Gross Dollar Renewal Rate (GDR) and Net Dollar Retention (NDR). Be ready to discuss how you've used these metrics in past roles to drive customer success and upsell opportunities.
✨Showcase Your Technical Knowledge
Since the role involves working with digital assets and blockchain technology, make sure you can speak confidently about crypto markets, wallets, and DeFi protocols. Prepare examples of how you've navigated technical challenges in previous positions.
✨Prepare for Relationship Building Questions
Expect questions about how you've built and maintained relationships with customers. Have specific examples ready that demonstrate your ability to act as a trusted advisor and how you've helped clients achieve their goals.
✨Demonstrate Cross-Departmental Collaboration
The role requires working closely with various teams. Be prepared to discuss instances where you've collaborated with sales, product management, or support teams to deliver value to customers. Highlight your communication skills and how they contributed to successful outcomes.
