MidMarket Customer Success Manager

Founded in 2018 and already valued at over $8 billion, Fireblocks is a SaaS platform that helps companies to create innovative products on the blockchain and manage day-to-day crypto operations. Fireblocks 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, to securely scale digital asset operations through the Fireblocks Network and MPC-based wallet infrastructure. We have offices in New York, London, Tel Aviv, and Singapore, and we are continuing to expand our teams to reach new customers globally.

What you'll do

As a Mid-Market Customer Success Manager at Fireblocks you'll work with our customers on engagement programs that will impact large target customer groups. You'll build processes and manage the life-cycle of Fireblocks strategic customers, build great relationships, demonstrate the product, educate customers, represent the customer interest by managing feature requests with product management, and prioritize support cases. You'll have the opportunity to learn the ins and outs of the cyber and digital asset world and master our groundbreaking product while becoming a source of knowledge and an expert on our system.

Responsibilities

• Own the post-sale processes, accompanying Fireblocks’ customers’ implementation, and post-onboarding processes.
• Collaborate closely with team members to support renewals and expansion opportunities.
• Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs, such as leading customer campaigns, custom training/webinars, and hosting online workshops to educate customers on the features of Fireblocks products.
• Help build and shape the Mid-Market Customer Success team at Fireblocks, and drive innovation and best practices.

Minimum Requirements

• 3+ years of experience as a customer success manager (or similar role) 
• Experience in scaling in a hyper-growth company, and a deep understanding of the SaaS business model 
• Experience working with a large and diverse client portfolio
• Excellent communication, influence, and presentation skills 
• Strong sense of urgency, with a willingness to be available at non-routine hours 
• A true autodidact, process-oriented with amazing interpersonal skills and technical acumen
• Knowledge in the Crypto\Blockchain field is highly desired
• Experience in tech sales or technical support - advantage.

Please note that this position is a maternity leave coverage for a duration of 6 months, with the possibility of extension.

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.