Fireblocks is the company bringing global finance onchain. Backed by over $1 billion in capital, we are the premier digital asset infrastructure provider trusted by thousands of industry-defining financial institutions, including banks, payment providers, fintechs, and global corporates such as BNY Mellon, BNP Paribas, ANZ Bank, Western Union, Stripe, and Revolut. Built for institutional scale and security, our enterprise-grade platform and network have powered over $14 trillion in digital asset transfers worldwide.

Location: Singapore

As a 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 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 point-of-view across payments rails, stablecoin flows, treasury operations, risk, and compliance
Provide functional guidance and mentorship to CSMs supporting the banking segment

Value Realization & Outcomes

Support strategic banking customers through POCs and build 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 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

10+ 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, Planhat) and product adoption analytics
Comfort and fluency with AI tools to drive efficiency in account management, reporting, and customer insights
Business-level proficiency in additional APAC languages (e.g., Mandarin, Korean, Japanese) is not mandatory, but considered a plus

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
Comfortable navigating regulatory ambiguity and evolving compliance frameworks in digital asset infrastructure

Fireblocks mission is to enable every business to easily and securely access digital assets and cryptocurrencies. In order to do that, we strongly believe our workforce should be as diverse as our clients, and this is why we embrace diversity and inclusion in all its forms.

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