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- Tasks: Build and maintain relationships with customers to drive success on the TRES platform.
- Company: Join a diverse team at Fireblocks, leading in digital asset security.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Why this job: Be a trusted advisor and make a real impact in the crypto space.
- Qualifications: 5+ years in Customer Success or Account Management, with strong project management skills.
- Other info: Dynamic environment focused on innovation and customer advocacy.
The predicted salary is between 36000 - 60000 £ per year.
Customer Success Manager is responsible for building and maintaining relationships end to end with our customers to enable them 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.
Responsibilities
- 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: P2P
Contact Detail:
P2P 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, join online forums, and don’t be shy about reaching out on LinkedIn. The more connections you make, 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
Prepare for those interviews! Research the company and its platform thoroughly. Be ready to discuss how you can help their customers achieve business outcomes and drive growth. Tailor your answers to reflect their specific needs and challenges.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing candidates who are genuinely interested in joining us. Plus, it’s a great way to ensure your application gets the attention it deserves. Let’s get you on board!
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 building relationships and driving customer success, as this is key to what we do at StudySmarter.
Showcase Your Expertise: Don’t shy away from sharing specific examples of how you've helped customers achieve their goals in previous roles. We love seeing how you’ve translated business needs into actionable solutions!
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon unless it’s relevant. We appreciate a well-structured application that gets straight to the point.
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 you’re keen on joining our team!
How to prepare for a job interview at P2P
✨Know the TRES Platform Inside Out
Before your interview, make sure you thoroughly understand the TRES platform and its features. Familiarise yourself with how it can drive customer success and be ready to discuss specific use cases where you've helped clients achieve their goals using similar platforms.
✨Showcase Your Relationship-Building Skills
As a Customer Success Manager, building relationships is key. Prepare examples of how you've nurtured client relationships in the past, especially with stakeholders at various levels. Highlight your ability to act as a trusted advisor and how that has led to successful outcomes.
✨Prepare for Technical Discussions
Given the technical nature of the role, brush up on your knowledge of crypto markets, blockchain technology, and any relevant tools. Be ready to discuss how you would translate complex technical information into actionable insights for customers, demonstrating your expertise.
✨Demonstrate Your Project Management Prowess
Since project management is crucial for this role, come prepared with examples of how you've successfully managed projects in the past. Discuss your approach to setting goals, measuring progress, and ensuring customer satisfaction throughout the project lifecycle.
