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For Companies At a Glance
- Tasks: Lead a team to enhance customer success and retention for strategic accounts.
- Company: Fireblocks simplifies secure digital asset management for top financial institutions globally.
- Benefits: Enjoy a collaborative culture, professional development, and the chance to work with industry leaders.
- Why this job: Join a fast-paced environment driving innovation in blockchain and digital assets with a focus on customer satisfaction.
- Qualifications: 6-10 years in customer success, strong leadership skills, and a degree; MBA preferred.
- Other info: Diversity and inclusion are core values at Fireblocks, fostering a vibrant workplace.
The predicted salary is between 43200 - 72000 £ per year.
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.
About the Team
Reporting to our Global VP of Customer Success, the Strategic CSM, Lead will manage Strategic accounts and our EMEA Renewals Team. The responsibilities include managing and optimizing the efforts and activities of Strategic Customer Success Managers and Renewal Managers to increase our platform value realization. This key leadership role drives improving the team's performance results with strong operations, execution, efficiency, and scale. The goal will be to drive measurable outcomes to increase customer retention, business expansion, adoption, and customer satisfaction within regional accounts. The Strategic CSM, Lead plays a pivotal role in ensuring the company’s growth and reputation by fostering long-term, successful customer relationships. This position requires a blend of strategic thinking, operational prowess, and exceptional leadership to drive success within the region.
What You'll Do
- Team Leadership: Player coach as a Strategic Customer Success Manager and leading a team of Renewal Managers along with other cross-functional team partners and professionals. Foster a collaborative and customer-centric culture within Fireblocks Team and serve other cross-functional partners towards customer success outcomes.
- Account Management Strategy and Planning: Develop and/or execute on a value-oriented strategic customer success for our top regional accounts aligned with Fireblocks overall GDR, NDR, and NPS goals. Collaborate with cross-functional teams to align customer success initiatives with product development, sales, and marketing efforts.
- Customer Lifecycle Management: Oversee the end-to-end customer lifecycle, from onboarding through adoption, expansion, and renewal. Develop and implement programs to drive value-oriented customer engagement and loyalty.
- Customer Advocacy: Cultivate customer advocates and business champions through strategic relationships. Leverage customer success stories and testimonials for marketing and sales initiatives.
- Metrics and Analytics: Establish and/or execute on key performance indicators (KPIs) and metrics to measure and optimize the effectiveness of customer success initiatives. Provide regular reporting to leadership on strategic customer success performance and areas for improvement.
- Renewals and Expansion: Drive contract renewals toward Fireblocks retention goals in GDR. Drive contract upsell and expansion in partnership with Sales towards NDR goals. Identify and create account upsell and expansion opportunities for NDR following our GTM requirements using our value framework to qualify interest with economic buyers and outline the decision criteria and timing process with our champions vs competitor solutions.
- Customer Feedback and Insights: Gather customer feedback and insights to inform product development and enhance customer experience. Act as the voice of the customer within the Fireblocks organization; developing an intimate business relationship with our customers end-to-end in their customer journey with the Account Team including Sales, Marketing, Business, and Product Leads.
- Operations, Training, and Development: Manage a reduced account portfolio as a player coach for Strategic accounts. Manage successful strategic operations with their designated team of CSMs and RMs leading to execution, reporting, and high performance accountability. Provide ongoing training, documented enablement, documented process, and professional development opportunities for the Regional Strategic Customer Success team. Document processes and create scalable templates and best practices in our Wiki and other Knowledge Base tools such as Juno, Confluence, Gong, and Google docs. Keep the team updated on Fireblocks industry best practices and trends with the use of Subject Matter Experts (SME) Mentorship program and Leader coaching.
What You'll Bring
- 6 - 10 years of experience in customer success or account management.
- Proven track record of driving customer satisfaction, retention, and expansion.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Experience working in account management or customer success.
- Experience in any of the following industries is a plus: blockchain, crypto, banking, and payments.
- Bachelor's degree; MBA highly desired.
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.
Strategic CSM, Lead employer: Paradigm
Contact Detail:
Paradigm Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Strategic CSM, Lead
✨Tip Number 1
Familiarise yourself with the blockchain and digital asset landscape. Understanding the key players, trends, and challenges in this space will not only help you during interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Network with professionals in the customer success and blockchain sectors. Attend industry events or webinars to connect with potential colleagues and learn more about the company culture at Fireblocks.
✨Tip Number 3
Prepare to discuss specific metrics and KPIs you've used in previous roles. Being able to articulate how you've driven customer satisfaction and retention will showcase your strategic thinking and operational prowess.
✨Tip Number 4
Research Fireblocks' current customer success initiatives and be ready to share your ideas on how to enhance them. This shows that you're proactive and have a genuine interest in contributing to the company's growth.
We think you need these skills to ace Strategic CSM, Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success or account management, especially in industries like blockchain, crypto, banking, or payments. Use specific examples to demonstrate your track record in driving customer satisfaction and retention.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the digital assets space and how your skills align with the responsibilities of the Strategic CSM, Lead role. Mention your leadership experience and how you can foster a collaborative culture within the team.
Showcase Metrics and Achievements: When detailing your past roles, include quantifiable achievements such as percentage increases in customer retention or satisfaction scores. This will help illustrate your impact and effectiveness in previous positions.
Research Fireblocks: Familiarise yourself with Fireblocks’ platform and its significance in the digital asset space. Understanding their mission and values will allow you to tailor your application and demonstrate your enthusiasm for contributing to their goals.
How to prepare for a job interview at Paradigm
✨Understand the Company and Its Mission
Before your interview, make sure you thoroughly research Fireblocks and its mission to enable secure access to digital assets. Familiarise yourself with their platform, key clients, and recent developments in the blockchain space. This will help you demonstrate your genuine interest and alignment with their goals.
✨Showcase Your Leadership Skills
As a Strategic CSM, Lead, you'll need to exhibit strong leadership capabilities. Prepare examples from your past experiences where you've successfully led teams, managed customer relationships, or driven strategic initiatives. Highlight how you foster collaboration and a customer-centric culture.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle customer challenges. Think of specific situations where you've improved customer satisfaction, retention, or expansion, and be ready to discuss the strategies you employed and the outcomes achieved.
✨Demonstrate Your Analytical Skills
Since metrics and analytics are crucial for this role, be prepared to discuss how you've used data to drive customer success initiatives in the past. Bring examples of KPIs you've established or monitored, and how those metrics influenced your decision-making and strategy.
