Location: Melbourne, Victoria, Australia Customer Success Manager, Melbourne The world of digital assets is accelerating in speed, magnitude, and complexity, opening the door to new ways for leveraging the blockchain. Fireblocks' platform and network provide the simplest and most secure way for companies to work with digital assets and is trusted by some of the largest financial institutions, banks, globally-recognized brands, and Web3 companies in the world.
Here's the bit about us: Fireblocks is an enterprise-grade platform delivering a secure infrastructure for moving, storing, and issuing digital assets & cryptocurrencies. We enable financial institutions to securely build, run, and scale digital asset operations through the Fireblocks Network and MPC-based Wallet Infrastructure. Digital assets are protected from cyber-attacks, internal collusion, and human error using next-generation multi-layer technology.
Here's the bit about the opportunity: The Customer Success Manager is responsible for building and maintaining end-to-end relationships with our customers to enable them to realize the value of the 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'll be: Working 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. Establishing regular touchpoints to review progress against technical and strategic objectives. Working closely with Sales to provide insights to customers about the applicability of new features in Fireblocks. Developing, nurturing, and maintaining trusted advisor relationships with stakeholders at all levels. Translating customer product usage data into actionable advice for customers. Providing Executive Business Reviews with Business & Technical Stakeholders. Providing customer upsell and expansion recommendations across the full lifecycle. Assisting and providing expert deployment and operational best practices. Working cross-departmentally to find solutions to complex scenarios and integration issues. Driving communication and customer advocacy to ensure an orchestrated customer experience. You'll bring: Bachelor's degree with 3+ years of experience in Account Management or Customer Success role. Business-level proficiency in English is required; proficiency in Korean is preferred. Experience in managing significant technology and operational change programs. Experience of directly assigned to customers and delivering upsell expansions of over $400 - 800k annually. Project management experience & skills. Ability to translate business requirements into business value. Excellent moderation and communication skills. Fireblocks' mission is to enable every business to easily and securely access digital assets and cryptocurrencies. We embrace diversity and inclusion in all its forms.
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