Payments Lead Customer Success jobs at Fireblocks in United States, New York

As Compliance Lead for the SaaS platform, you will be focused on leading and supporting compliance efforts with various regulatory regimes that apply to our SaaS business, including, but not limited to, economic sanctions, anti-bribery, and anti-corruption programs. In addition to these responsibilities, the Compliance Lead will conduct risk reviews of SaaS business customers and report findings to senior management. Risk reviews will encompass initial assessments of new SaaS licensees and ongoing reviews leveraging public information and blockchain analytics.

• Support development and implementation of compliance program components, including drafting policies, procedures, or desktop instructions.
• Conduct sanctions screening of SaaS relationships, ensuring that all customers, contracts, transactions, and counterparties are screened against applicable global sanctions lists, including OFAC, EU, and UN lists.
• Conduct customer due diligence (“CDD”) on SaaS licensees, including verifying incorporation details, assess licensee operations utilizing open-source intelligence (“OSINT”) tools, adverse media screening, and public records.
• Conduct risk-based investigations of alerts generated from CDD investigations or screening tools, identifying potential risks relevant to a technology company.
• Respond to law enforcement inquiries by gathering and providing responsive data.
• Stay updated on regulatory developments related to sanctions, anti-bribery, anti-corruption and other compliance areas, and coordinate with stakeholders to ensure timely implementation of regulatory updates and enhancements to compliance processes as needed.
• Provide guidance to employees on compliance-related matters and be a point of contact for compliance-related inquiries.
• Tackle ad hoc projects as necessary to support the enhancement or operation of the compliance program at the direction of the Senior Director of Compliance.

• 5+ years of experience working in Web3 organizations with an intermediate familiarity of digital assets and their various use cases.
• Substantial experience conducting investigations into digital asset activities, leveraging a blockchain analytics platform (e.g., Chainalysis, TRM, Elliptic).
• Ability to contribute to the design of effective compliance controls for applicable regulatory regimes.
• Growth mindset to tackle any problem and learn any skill that will support the evolution of the compliance programs.
• Strong analytical and problem-solving skills, including how to identify patterns of unusual or suspicious activity.
• Excellent personal, political, analytical, and communications skills with a high attention to detail.
• Excellent written work with a concise, direct style.

• Although this role is with a non-regulated company, experience working with financial institutions in an investigative or customer monitoring capacity, especially within AML/CTF Compliance Programs, is a favorable attribute for this role.
• Experience as a manager is helpful, but not required.
• An advanced degree in finance, business, or law (e.g., Masters, Juris Doctor) can be substituted for some years of working experience.
• Domain-specific certification(s), such as Anti-Money Laundering Specialist (“CAMS”), or blockchain analytics tool, e.g., Chainalysis Reactor Certificate.
• Experience or interest in novel payments or digital assets use cases, including tokenization, digital identity, non-fungible tokens, air drops, or blockchain infrastructure.

It is not typical for a candidate to be hired at or near the top of the pay range and each compensation decision is dependent on each individual case. A reasonable base salary range estimate for this position is $120,000 to $160,000. The base salary is one component of the total compensation package, which for some roles may include a target bonus, a very competitive equity grant, and very generous benefits.

In this role, you’ll work in lockstep with product marketing, digital marketing, regional marketing, and GTM leaders to align inbound and outbound campaigns. The ideal candidate will be highly adaptable, have a great understanding of marketing and sales funnels, and make data-driven decisions.

• Driving the strategy, development, and execution of product and vertical-focused marketing campaigns
• Budgeting, measuring, and ROIing. You’ll be in control of each campaign’s plans and execution (including but not limited to: webinars, digital advertising, virtual events, and email campaigns)
• Defining and rolling out inbound and outbound programs specific to product-focused pipeline growth. You’ll leverage team resources to drive a creative and messaging strategy, as well as SEO and paid digital program execution
• Enabling regional marketers across the globe to launch campaigns and events
• Goal setting for all programs, awareness through demand - tracking program results, measuring program success, reporting metrics to stakeholders and GTM teams, and recommending optimizations and improvements for future campaign cycles

• Have a minimum of 7+ years of experience in B2B marketing, preferably in a demand generation or campaign marketing environment
• Have a strong background in campaign development and program execution
• Have a minimum of 2 years in the payments space
• Thrive in a hyper-growth environment
• Can manage multiple projects simultaneously with exceptional attention to detail
• Present program strategy and plans clearly - and can collect and act on feedback from various stakeholders
• Have a data-driven mindset and are passionate about impacting revenue goals
• You have experience using marketing automation, CRM & Sales tools (Hubspot, Salesforce and Outreach a plus)
• You’re hands-on, curious, and love to explore new ideas and tools
• Excellent project management skills with an ability to prioritize independently

For employees hired to work from our NYC HQ, Fireblocks is required by law to include a reasonable estimate of the compensation range for this role. This range is specific to New York City, and takes into consideration a wide range of factors that are reviewed when making a hiring decision, such as years of experience, skills, and other business needs. It is not typical for a candidate to be hired at or near the top of the pay range and each compensation decision is dependent on each individual case. A reasonable base salary range estimate for this position is $121,000 to $159,000.

In this role, you will create both meaningful and scaled engagement with our customers. You’ll be the architect behind our programs, from strategy to execution. Imagine developing digital campaigns that inspire our customers to share their stories. Picture an annual customer conference that’s more than just an event—it’s the highlight of their year. And so much more.

• Design and implement a customer advocacy strategy that prioritizes our top and diversified customers, transforming them into brand ambassadors. You may be surprised with the abundance of referenceable customers to navigate,
• Work closely with the marketing team to infuse customer voices into every campaign, content piece, and event, amplifying their impact.
• Drive digital and in-person customer education and engagement programs - including webinars, curated content, and growing our existing community events in collaboration with regional marketing.
• Take a prominent part in our inaugural annual customer conference, SPARK, that not only showcases our company’s vision but also celebrates the achievements of our customers.
• Work hand-in-hand with customer operations to identify the best opportunities for improving customer communications and experience throughout their journey with us.
• Develop and track metrics that measure the effectiveness of our customer advocacy and engagement efforts, using data to continually refine and improve our strategies.

• 5+ years of demand or customer marketing experience in B2B tech software
• Proven track record of developing and executing successful programs that deliver measurable results, such as increased customer testimonials, customer engagement, renewals, and software upsells.
• Analytical mindset with a focus on using data to drive decision-making and continuous improvement.
• Strong project management skills, with experience in influencing internal teams.
• Self-starter with the ability to work independently, prioritize, and get things done.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams.

For employees hired to work remotely from New York, or from our NYC HQ, Fireblocks is required by law to include a reasonable estimate of the compensation range for this role. This range is specific to New York City, and takes into consideration a wide range of factors that are reviewed when making a hiring decision, such as years of experience, skills, and other business needs.It is not typical for a candidate to be hired at or near the top of the pay range and each compensation decision is dependent on each individual case. A reasonable base salary range estimate for this position is $130,000-$170,000.

he base salary is one component of the total compensation package, which for some roles may include a target bonus, a very competitive equity grant, and very generous benefits.

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

• Bachelor’s degree with 5+ years of experience in Account Manager or Customer Success role or related SaaS vendor or systems integrator or in house practitioner
• Experience in managing significant technology and operational change programs and have credibility as a trusted advisor to customer executives for such programs
• Experience of directly assigned to customers with an aggregate of at least $2 - 5M ARR in total book of business and delivering 10 - 20% upsell expansions across their customer accounts
• Advanced project management experience & skills
• Ability to translate business requirements into business value, and work with sales and marketing teams to promote value-driven solutions to customers
• Ability to manage executive relationships and discussions
• Excellent moderation and communication skills
• Extensive experience within a technical or account management area

• Gross dollar renewal rate (GDR) and Net Dollar retention (NDR) ARR growth (upsell & expansion opportunities with high win rate)
• Platform adoption and usage
• Churn and contraction rate
• Customer satisfaction

For employees hired to work from our NYC HQ, Fireblocks is required by law to include a reasonable estimate of the compensation range for this role. This range is specific to New York City, and takes into consideration a wide range of factors that are reviewed when making a hiring decision, such as years of experience, skills, and other business needs.

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.

It is not typical for a candidate to be hired at or near the top of the pay range and each compensation decision is dependent on each individual case. A reasonable base salary range estimate for this position is $150,000 to $210,000. The base salary is one component of the total compensation package, which for some roles may include a target bonus, a very competitive equity grant, and very generous benefits.

• 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

For employees hired to work remotely from New York, or from our NYC HQ, Fireblocks is required by law to include a reasonable estimate of the compensation range for this role. This range is specific to New York City and takes into consideration a wide range of factors that are reviewed when making a hiring decision, such as years of experience, skills, and other business needs.

It is not typical for a candidate to be hired at or near the top of the pay range and each compensation decision is dependent on each individual case. A reasonable base salary range estimate for this position is $102,000- $134,000. The base salary is one component of the total compensation package, which for some roles may include a target bonus, a very competitive equity grant, and very generous benefits.