Scale Customer Success Manager

Fireblocks is a fast-growing VC-backed startup focused on securing and transferring digital assets across public and private blockchains. Fireblocks is one of the most well-funded and fastest-growing start-ups in the crypto and blockchain space. We’re on a mission to enable every business worldwide to securely and efficiently support digital assets and cryptocurrencies.

We are looking for a scale expert CSM to join our team to help build and shape the CS scale processes, drive innovation and best practices for managing customer growth at scale.

The scale CSM will work with customers in 1: many engagement programs to impact target customer groups. 

You will be the source of knowledge and expert of the Fireblocks product to educate customers for successful & efficient usage of the product to drive adoption.

 

Responsibilities:

  • You will take full ownership of the customer's health during the entire lifecycle.
  • Build customer relationships and drive loyalty
  • Drive customer adoption based on usage metrics
  • Leverage tools and technology to deliver value to multiple accounts at once through 1 to many programs, such as leading outreach campaigns, webinars & CS office hours.
  • Collaborate with sales team members to support renewals and expansion opportunities.

 

Requirements

 

  • 3+ years of experience as a customer success manager for SMB clients - MUST
  • 2+ years of demonstrable experience as a Scale CSM, managing a large customer portfolio (80+), while leveraging automation tools & data metrics to drive adoption growth and retention. - MUST
  • Analytical thinking and ability to prioritize based on measured impact.
  • Experience in scaling in a hyper-growth company, and a deep understanding of the SaaS business model 
  • Excellent communication, influence, and presentation skills - MUST
  • Willingness to be available at non-routine hours (Sense of urgency) 
  • Knowledge in the CryptoBlockchain field – Highly desired