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- Tasks: Lead a team to enhance customer success and manage 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 technology and customer relationships.
- 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.
The predicted salary is between 43200 - 72000 £ per year.
The world of digital assets is accelerating in speed, magnitude, and complexity, opening new avenues for leveraging blockchain technology. Fireblocks’ platform and network provide a simple and secure way for companies to work with digital assets. Our platform is trusted by some of the largest financial institutions, banks, globally recognized brands, and Web3 companies, 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. Responsibilities include managing and optimizing the efforts of Strategic Customer Success Managers and Renewal Managers to increase platform value realization. This leadership role focuses on improving team performance through strong operations, execution, efficiency, and scalability. The goal is to drive measurable outcomes such as increased customer retention, business expansion, adoption, and satisfaction within regional accounts. The Strategic CSM, Lead plays a pivotal role in fostering long-term, successful customer relationships, ensuring the company’s growth and reputation. This position requires strategic thinking, operational expertise, and exceptional leadership within the region.
What You’ll Do
- Team Leadership: Serve as a player-coach, leading a team of Strategic Customer Success Managers and Renewal Managers, along with cross-functional partners. Foster a collaborative, customer-centric culture within Fireblocks and across teams to achieve customer success outcomes.
- Account Management Strategy and Planning: Develop and implement value-oriented customer success strategies for top regional accounts aligned with Fireblocks’ GDR, NDR, and NPS goals. Coordinate with product development, sales, and marketing teams to align initiatives.
- Customer Lifecycle Management: Oversee the entire customer lifecycle from onboarding to adoption, expansion, and renewal. Implement programs to enhance customer engagement and loyalty.
- Customer Advocacy: Build strategic relationships to develop customer advocates and business champions. Utilize success stories and testimonials for marketing and sales.
- Metrics and Analytics: Establish KPIs and metrics to evaluate and improve customer success initiatives. Report regularly on performance and improvement areas to leadership.
- Renewals and Expansion: Drive contract renewals to meet retention goals and upsell opportunities in partnership with sales. Identify and pursue account expansion opportunities based on value frameworks and economic criteria.
- Customer Feedback and Insights: Gather and act on customer feedback to inform product development and enhance experiences. Act as the voice of the customer across the organization.
- Operations, Training, and Development: Manage a reduced portfolio as a player-coach for strategic accounts. Lead operational excellence, reporting, and high-performance accountability. Provide ongoing training, documentation, and professional development for the team. Document processes and create scalable templates and best practices using tools like Wiki, Juno, Confluence, Gong, and Google Docs. Keep the team updated on industry best practices via mentorship and coaching programs.
What You’ll Bring
- 6-10 years of experience in customer success or account management.
- Proven success in driving satisfaction, retention, and growth.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Experience in account management or customer success, preferably in blockchain, crypto, banking, or payments industries.
- Bachelor’s degree; MBA highly preferred.
Fireblocks’ mission is to enable every business to access digital assets and cryptocurrencies securely and easily. We believe our workforce should reflect our clients’ diversity, and we are committed to embracing diversity and inclusion in all forms.
Strategic CSM, Lead employer: Second Renaissance
Contact Detail:
Second Renaissance 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 help you engage in meaningful conversations during interviews and demonstrate your expertise.
✨Tip Number 2
Network with professionals in the customer success and blockchain sectors. Attend industry events, webinars, or join relevant online communities to connect with potential colleagues and learn about the latest developments.
✨Tip Number 3
Showcase your leadership skills by discussing past experiences where you've successfully managed teams or projects. Be prepared to share specific examples of how you improved team performance and customer satisfaction.
✨Tip Number 4
Prepare to discuss metrics and KPIs that are relevant to customer success. Being able to articulate how you've used data to drive decisions and improve outcomes will set you apart as a candidate who understands the importance of analytics in this role.
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 within the blockchain, crypto, banking, or payments industries. Use specific examples to demonstrate your leadership skills and achievements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of Fireblocks’ mission and how your background aligns with the role. Emphasise your strategic thinking and operational expertise, and mention any relevant metrics or outcomes from your previous roles.
Highlight Leadership Experience: In your application, focus on your leadership experience. Provide examples of how you have successfully managed teams, fostered collaboration, and driven customer success outcomes in past positions.
Showcase Analytical Skills: Demonstrate your ability to establish KPIs and metrics in your application. Include examples of how you've used data to improve customer success initiatives and report on performance in previous roles.
How to prepare for a job interview at Second Renaissance
✨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 show your genuine interest and help you align your answers with the company's goals.
✨Demonstrate Leadership Experience
As a Strategic CSM, Lead, you'll need strong leadership skills. Prepare examples from your past experiences where you've successfully led teams or projects. Highlight how you fostered collaboration and achieved customer success outcomes, as this will resonate well with the interviewers.
✨Showcase Your Customer Success Strategies
Be ready to discuss specific strategies you've implemented in previous roles to enhance customer satisfaction and retention. Use metrics and KPIs to back up your claims, as this role focuses heavily on measurable outcomes. Tailor your examples to reflect the needs of Fireblocks' strategic accounts.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and strategic thinking. Think about potential challenges in customer lifecycle management or account renewals and how you would address them. This will demonstrate your operational expertise and readiness for the role.
