Payments Lead Customer Success jobs at Fireblocks in United Kingdom, London

You’ll be:

• Responsible for building and executing the payments sales strategy across EMEA
• Achieving monthly and quarterly revenue targets
• Working closely with Fireblocks BDRs and GTM Team
• Building and maintaining relationships with prospects and customers
• Prospecting, territory, and account planning
• Updating and maintaining the Fireblocks CRM

You’ll bring:

• Deep knowledge and experience of the Payments space in EMEA
• Enterprise software (SaaS) sales experience, selling into Payments
• Experience within financial services, cybersecurity, or cryptocurrency is preferred
• Experience formalizing and supporting the co-sell motion in working with technology partners is preferred
• An understanding of blockchain technology and cryptocurrency
• Track record of over-achievement in an enterprise sales position
• Entrepreneurial and relentless hunting attitude
• A willingness to prospect and qualify for new opportunities
• Thrives in a team-selling environment
• Fluent in English

As, you will be a senior-level individual contributor responsible for driving Payments Product Adoption from onboarding to ongoing success. You will work closely with regional Payments CSMs, technical teams, and executive stakeholders to maximize key success metrics like Gross Dollar Retention (GDR), Net Dollar Retention (NDR), and NPS. Your expertise in payments workflows, industry best practices, and Fireblocks use cases will be critical in helping customers optimize their digital asset payment strategies.

• Drive post-sales payments success –across the customer lifecycle and journey in terms of onboarding, adoption, expansion, and retention efforts for payments customers.
• Drive Strategic KPIs – Improve GDR, NDR, and NPS through proactive engagement, design of operating processes, and CS optimization strategies.
• Stakeholder Management – Serve as a trusted advisor to payments executives, operations teams, and technical leads.
• Technical Enablement – Conduct technical workshops, deep-dive training, and solutioning sessions on Fireblocks payments capabilities.
• Executive Business Reviews (EBRs) – Lead data-driven reviews to showcase ROI and drive strategic alignment.
• Industry & Use Case Expertise – Leverage deep payments industry knowledge to consult on Fireblocks-specific payment flows.
• Cross-Functional Collaboration – Work closely with Product, Engineering, Sales, and Marketing to advocate for customer needs.

• 8-10 years of experience in Payments or Payments Consulting and customer success.
• Background in top-tier payments companies (e.g., Visa, Mastercard, Stripe, PayPal) or Big 4 consulting (Deloitte, PwC, EY, KPMG) specializing in Payments.
• Deep knowledge of payments infrastructure, cross-border transactions, stablecoin settlements, and institutional payment workflows.
• Fluency in payments vernacular – Familiarity with concepts like real-time payments, on/off ramps, PSPs, settlement layers, interchange fees, and compliance in digital assets.
• Strong experience in technical enablement and business stakeholder management, with the ability to simplify complex topics for diverse audiences.
• Proven ability to lead strategic business reviews and optimize customer success metrics.

Experience working in fast-paced, high-growth environments within fintech, crypto, or institutional payments.

• Become a trusted business partner to stakeholders, taking a genuine passion for their mission, and setting them up for success.
• Analyze operations and financial data to identify business insights and opportunities for process improvement.
• Recommend and develop operational process improvement initiatives in support of the business strategy.
• Implement new processes and programs that can boost team productivity.
• Provide ongoing operational process oversight and monitoring of process adherence and effectiveness.
• Breaking down complex problems and proposing thoughtful recommendations

• 4+ years in Customer Success Operations, Professional Services Operations, or Field/GTM Operations
• 2+ years in CS/PS/Sales tools experience - Salesforce required; Experience with Certinia, Planhat or other customer-focus technologies (Gainsight, Catalyst, etc.)
• Experience in an operational role with success in identifying and executing process and program improvements
• Proven track record to manage conflict, build consensus, and facilitating problem-solving and collaboration amongst cross-functional teams.
• Ability to also balance delivery of results, client management
• Strong observation, analytical, numerical reasoning, business acumen, and enablement skills.
• Ability to bring clarity and structure when managing fluid expectations and evolving demands.
• Strong written and verbal communication skills, with a track record of presenting to stakeholders
• Strong analytical thinker with an eye for detail and the ability to combine business understanding and technology
• Passion for problem-solving, with an ability to approach problems from multiple perspectives