Strategic Customer Success Director, Banking

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 it 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.

Strategic Customer Success Director, Banking APAC (based in Singapore)

As a Strategic Customer Success Director, Banking APAC, you will own post-sale outcomes for our banking and fintech strategic segment, driving time-to-value, adoption, retention (GDR/NDR), and expansion. Partnering closely with Sales, Product, and Engineering, you will help scale segment growth while serving as a trusted advisor to senior banking and fintech leaders.

This role blends strategic account leadership, commercial judgment, and technical fluency. You will guide complex enterprise and high-growth payments customers through adoption, value realization, and long-term success on our platform.

Key Responsibilities

Segment Growth Leadership

• Define and scale the Banking Success Playbook: onboarding standards, adoption maturity models, KPIs, and expansion signals
• Develop a repeatable banking POV across payments rails, stablecoin flows, treasury operations, risk, and compliance

Value Realization & Outcomes

• Own post-sale success for strategic banking customers, including supporting POCs
• Build and execute outcome-based success plans tied to customer KPIs (production readiness, cost-to-serve, risk mitigation, time-to-launch, uptime)
• Proactively identify opportunities for adoption, architecture alignment, roadmap influence, and business value creation

Account Ownership, Retention & Expansion

• Own portfolio health, renewal readiness, and churn mitigation while driving strong GDR and NDR
• Partner with Sales on expansion strategy, translating customer architecture and adoption into commercial recommendations within financial policy guardrails
• Lead executive governance through EBRs, adoption health checks, and strategic roadmap sessions

Industry Advisory & Cross-Functional Leadership

• Act as a trusted advisor with deep expertise in banking, payments, fintech, and crypto infrastructure
• Provide insight on market trends, regulatory considerations, and best practices
• Orchestrate alignment across Product, Engineering, Support, Services, Marketing, and Sales to resolve complex technical and strategic challenges

Advocacy, Enablement & Escalation Leadership

• Advocate for customer needs internally to influence product and GTM priorities
• Lead high-stakes escalations with clear communication and mitigation plans
• Deliver executive-level enablement, adoption workshops, and training
• Develop customer success stories and references in partnership with Marketing

Performance KPIs

• Segment GDR / NDR, churn rate, renewal forecast accuracy
• Time-to-value and adoption milestones
• Expansion pipeline influenced or sourced by CS
• Executive engagement health (EBR completion, sponsor coverage)
• Reduction in escalations and quality of incident communications

Qualifications

• 8–15+ years in Customer Success, Technical Account Management, or Enterprise Client Leadership within SaaS, fintech, banking, or crypto
• Strong fluency in banking and payments infrastructure, compliance environments, digital wallets, APIs, and blockchain-based systems
• Proven ability to manage and grow complex enterprise accounts
• Executive presence with strong commercial judgment and cross-functional leadership
• Ability to translate customer architecture and business goals into outcomes
• Strong analytical, project management, and data-driven decision-making skills
• Experience with CRM and CS platforms (e.g., Salesforce, Gainsight) and product adoption analytics

What Sets You Apart

• Exceptional communicator with confidence engaging C-suite and technical leaders
• Strategic thinker with a customer-first, outcomes-driven mindset
• Collaborative, self-directed leader who thrives in fast-paced, global environments