Customer Success Manager - Singapore

🔥 About Fireblocks

Fireblocks is a global leader in digital asset security and infrastructure. With over $10 trillion in digital asset transfers secured and a valuation of $8 billion, Fireblocks enables banks, fintechs, Web3 companies, and institutions to safely custody, transfer, and issue digital assets using their enterprise-grade platform.

Customers include:

BNY Mellon, BNP Paribas, ANZ Bank, Revolut, and 2000+ institutional clients.

🧭 Role Summary: Customer Success Manager, APAC

Location: Singapore (Hybrid)

Function: Post-sale client relationship ownership

Seniority: Mid-level (5+ years experience)

Team: Customer Success

Key Focus: Customer retention, engagement, growth, and satisfaction

🧱 Key Responsibilities

• Own and manage end-to-end relationships with assigned APAC customers
• Build and maintain Customer Success Plans, define KPIs, and ensure alignment with client goals
• Act as a trusted advisor, helping clients leverage the Fireblocks platform for strategic initiatives
• Conduct Executive Business Reviews (EBRs) and regular roadmap discussions
• Collaborate cross-functionally with Sales, Product, Support, and Services teams
• Drive adoption, renewals, and upsells (expansion deals of $400K–$800K+ annually)
• Translate usage data into actionable recommendations for customers
• Identify customer health risks, manage escalations, and work proactively to solve problems
• Advocate for customers internally, helping shape product roadmap based on client feedback

✅ Who They’re Looking For

Experience

• 5+ years in Customer Success, Account Management, SaaS vendor/integrator, or fintech
• Background in managing complex technical/operational change for large enterprise clients
• Proven track record with high-value customers, ideally with expansion revenue of $400K+ per year

Skills & Traits

• Strong project management and executive communication skills
• Able to translate business needs into technical solutions
• Deep understanding of digital assets, fintech, or SaaS platforms
• Strong interpersonal skills; excels in cross-functional collaboration
• Comfortable with tools like Slack, Zoom, CRM systems, and customer engagement platforms

🎯 Ideal Candidate Persona

You’ll thrive in this role if:

• You're passionate about customer advocacy and delivering long-term value
• You enjoy working at the intersection of fintech, blockchain, and enterprise tech
• You can manage complex enterprise relationships while juggling tactical and strategic tasks
• You’re a problem-solver who thrives in fast-paced, evolving environments

🌍 Additional Details

• Workplace: Hybrid (Singapore-based)
• Growth Potential: Fireblocks is expanding rapidly in APAC; this role is key to driving strategic retention and growth in the region
• Culture: Collaborative, mission-driven, diverse, and inclusive