Customer Success Manager, Scale

About The Team

Customer Success Manager is responsible for building and maintaining relationships end to end with our customers to enable them realize value from Fireblocks platform. As a trusted advisor you will leverage your domain expertise and ability to frame problems and find solutions to help customers drive adoption and achieve business outcomes. You will be working closely with Sales, Sales Engineering, Services, Support, Product Management and Customer Success teams to ensure our customer’s success - ultimately driving growth and securing the renewal.

What you’ll do:

• Work with assigned customers and Sales to build Customer Success Plans, establishing critical goals, or other key performance indicators to enable customers to achieve their goals. Measure, monitor and report internally and externally to Customer Sponsors.
• Establish regular touchpoints to review progress against technical and strategic objectives including roadmap discussions.
• Work closely with Sales to provide insights to customers about applicability of new features in FireBlocks and identify additional business use-cases.
• Develop, nurture and maintain trusted advisor relationships with stakeholders at all levels and drive value and adoption.
• Translate customer product usage data into actionable advice for customers.

• Provide Executive Business Reviews in a regular cadence with Business & Technical Stakeholders in collaboration with the Account Team including Sales, Business Leads, and Product partners

• Provide customer’s contract utilization pacing in regular account Health Checks towards renewal.

• Provide customer upsell and expansion recommendations for platform products, partnerships, services, and cloud network partners across the full lifecycle in regular account check-ins.

• Assist and provide expert deployment and operational best practices in all customer communication channels including in-person, email, web calls, slack, and mobile options.

• Work cross-departmentally to find business outcomes oriented solutions to complex scenarios and integration issues.
• Strong knowledge of Customer Success best practices with experience defining processes to promote adoption.
• Understand customer health scoring and predictive risk management to prevent and resolve renewal risk while managing customer escalations.
• Continuously drive communication and customer advocacy to ensure an orchestrated customer experience.
• Work transparently to surface customer problems and allow others to participate in solving them. 

What you’ll bring:

• Bachelor’s degree with 5+ years of experience in Account Manager or Customer Success role or related SaaS vendor or systems integrator or in house practitioner
• Experience in managing significant technology and operational change programs and have credibility as a trusted advisor to customer executives for such programs 
• Experience of directly assigned to customers with an aggregate of at least $2 - 5M ARR in total book of business and delivering 10 - 20% upsell expansions across their customer accounts
• Advanced project management experience & skills
• Ability to translate business requirements into business value, and work with sales and marketing teams to promote value-driven solutions to customers
• Ability to manage executive relationships and discussions
• Excellent moderation and communication skills
• Extensive experience within a technical or account management area

Performance Indicators

1. Gross dollar renewal rate (GDR) and Net Dollar retention (NDR) ARR growth (upsell & expansion opportunities with high win rate)
2. Platform adoption and usage
3. Churn and contraction rate
4. Customer satisfaction