Customer Success Team Lead

About The Position

Fireblocks is an easy-to-use, enterprise-grade platform for financial institutions that need to streamline digital asset operations, in parallel to security enhancement.

Fireblocks uses state-of-the-art technology in order for customers to have one platform for their team to securely store and transfer digital assets across all their exchanges, wallets, counterparties, etc.

We are looking for a customer experience-centric and results-driven Customer Success Team Lead, to establish and manage our new Americas team in Boston. Among our customers, you can find the world's top financial organizations, the most innovative tech companies, and top brands in the blockchain industry.

As a Customer Success Team Lead, you will be involved in all aspects of team management and strategic planning for the Americas region.

You'll be expected to use your skills and technical orientation to ensure the successful onboarding of new customers, and retention of existing ones. You will build great relationships, build strategies and lead the successful execution of them in the region, achieve organizational needs and targets, and work in close alignment with other organizations within the company (Support, Product, Sales, Finance, R&D and Marketing), to drive product adoption and customer satisfaction of Fireblocks customers in the region.

Responsibilities:

• Hire, grow and develop a regional customer success team.
• Drive employee engagement and a high-performance culture within the team, ensuring effective performance management, and create an environment where people can excel through accountability, encouragement, and empowerment.
• Drives innovation, best practices, and process improvement.
• Enforce process adherence across the teams to create a consistent experience for customers and other team members.

Requirements

• 5+ years of experience building and leading a customer success team, in a world-class SaaS company.
• Experience in scaling in a hyper-growth company, and a deep understanding of the SaaS business model.
• Ability to set goals for the organization and hold individuals accountable.
• Results-driven and forward-thinking mindset, with the ability to problem-solve complex issues and drive shared targets and outcomes across internal and external teams.
• Excellent communication, influence, and presentation skills at a leadership level.