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Fireblocks
Customer Success Manager MidMarket
3 months ago | 139 views | 2 applications

Customer Success Manager MidMarket

Full-time
New York
Per year
$54,000 To $90,000

About the company

Fireblocks provides a suite of applications to manage digital asset operations and a complete development platform to build your business on the blockchain

Job Summary

CSM responsibilities

šŸ“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. šŸ“Establish regular touchpoints to review progress against technical and strategic objectives including roadmap discussions šŸ“Work closely with Sales to provide insights to customers about applicability of new features in FireBlocks and identify additional business cases šŸ“Develop, nurture and maintain trusted advisor relationships with stakeholders at all levels and drive value and adoption. šŸ“Translate customer product usage data into actionable advice for customers šŸ“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 šŸ“Provide customerā€™s contract utilization pacing in regular account check-ins šŸ“Provide customer upsell and expansion recommendations for platform products, partnerships, services, and cloud network partners across the full lifecycle in regular account check-ins šŸ“Assist and provide expert deployment and operational best practices in all customer communication channels including in-person, email, web calls, slack, and mobile options šŸ“Work cross-departmentally to find solutions to complex scenarios and integration issues šŸ“Strong knowledge of Customer Success best practices, with experience defining processes to promote adoption šŸ“Understand customer health scoring and predictive risk management to prevent and resolve risk. Program manage Customer escalations. šŸ“Continuously drive communication and customer advocacy to ensure an orchestrated customer experience šŸ“Work transparently to surface customer problems and allow others to participate in solving them.

Required Experience/Skills

šŸ“Bachelorā€™s degree with 6+ years of experience in Account Manager or Customer Success role or related SaaS vendor or systems integrator or in house practitioner šŸ“Experience in managing significant technology and operational change programs and have credibility as a trusted advisor to customer executives for such programs šŸ“Experience of directly assigned to customers with an aggregate of at least $2 - 4M ARR in total and delivering upsell expansions of over $400 - 800k annually šŸ“Advanced project management experience & skills šŸ“Ability to translate business requirements into business value, and work with sales and marketing teams to promote value-driven solutions to customers šŸ“Ability to manage executive relationships and discussions šŸ“Excellent moderation and communication skills šŸ“Extensive experience within a technical or account management area

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