Client Success Strategist

2 months ago

New York, New York, United States Fireblocks Full time

The landscape of digital assets is evolving rapidly, presenting new opportunities for leveraging blockchain technology. Fireblocks' platform offers the most secure and user-friendly solution for organizations engaging with digital assets, trusted by leading financial institutions, globally recognized brands, and Web3 enterprises.

The Customer Success Manager plays a pivotal role in fostering and sustaining relationships with our clients, ensuring they derive maximum value from the Fireblocks platform. As a reliable advisor, you will utilize your expertise to identify challenges and propose solutions that facilitate customer adoption and drive business success. Collaboration with Sales, Sales Engineering, Services, Support, Product Management, and Customer Success teams is essential to guarantee our clients' success, ultimately contributing to growth and contract renewals.
Key Responsibilities:

  • Collaborate with designated clients and Sales to develop Customer Success Plans, setting critical objectives and key performance indicators to help clients achieve their goals. Regularly measure, monitor, and report progress to Customer Sponsors.
  • Establish consistent communication to assess progress against technical and strategic objectives, including roadmap discussions.
  • Work closely with Sales to provide clients with insights regarding the relevance of new features in Fireblocks and identify additional business opportunities.
  • Build, nurture, and maintain trusted advisor relationships with stakeholders at all levels, driving value and adoption.
  • Translate client product usage data into actionable recommendations.
  • Conduct Executive Business Reviews regularly with Business & Technical Stakeholders in partnership with the Account Team, including Sales and Product partners.
  • Provide insights on contract utilization during regular account check-ins.
  • Offer recommendations for upselling and expanding platform products, partnerships, and services throughout the client lifecycle.
  • Deliver expert guidance on deployment and operational best practices across all communication channels.
  • Collaborate across departments to resolve complex scenarios and integration challenges.
  • Possess a strong understanding of Customer Success best practices, with experience in defining processes that promote adoption.
  • Monitor customer health scoring and predictive risk management to mitigate and address risks. Manage customer escalations effectively.
  • Continuously enhance communication and advocate for clients to ensure a seamless customer experience.
  • Foster transparency in addressing client issues and encourage collaborative problem-solving.
Required Experience/Skills:
  • Bachelor's degree with over 6 years of experience in an Account Manager or Customer Success role, or related experience with a SaaS vendor or systems integrator.
  • Proven experience managing significant technology and operational change initiatives, establishing credibility as a trusted advisor to client executives.
  • Experience managing clients with a total aggregate of at least $2 - 4M ARR and achieving upsell expansions at 20% of total ARR.
  • Advanced project management skills and experience.
  • Ability to convert business requirements into tangible business value and collaborate with sales and marketing teams to promote value-driven solutions.
  • Proficient in managing executive relationships and discussions.
  • Exceptional communication and moderation skills.
  • Extensive experience in a technical or account management capacity.
Performance Indicators:
  1. Gross renewal rate and Net ARR growth, including upsell and expansion opportunities with a high win rate.
  2. Platform adoption and usage metrics.
  3. Churn and contraction rates.
  4. Customer Satisfaction levels.

Fireblocks is committed to fostering a diverse and inclusive workforce, reflecting the diversity of our clients. We believe that our mission and culture are integral to creating a transformational environment.

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