Customer Success Manager, APAC
The world of digital assets is accelerating in speed, magnitude, and complexity, opening the door to new ways for leveraging the blockchain. Fireblocks’ platform and network provide the simplest and most secure way for companies to work with digital assets and it trusted by some of the largest financial institutions, banks, globally-recognized brands, and Web3 companies in the world, including BNY Mellon, BNP Paribas, ANZ Bank, Revolut, and thousands more.
Location: Singapore
About Fireblocks
Fireblocks is an enterprise-grade platform providing secure infrastructure for moving, storing, and issuing digital assets. Through the Fireblocks Network and MPC-based Wallet Infrastructure, we help financial institutions securely build, run, and scale their digital asset operations - protecting assets from cyber-attacks, internal collusion, and human error. Fireblocks is a recognized leader in digital asset infrastructure, trusted by institutions worldwide.
About the Role
The Customer Success Manager is responsible for building and maintaining relationships across a portfolio of customers, enabling them to realize value from the Fireblocks platform. As a trusted advisor, you will leverage your domain expertise to drive adoption, proactively resolve risk, and secure renewals across your book of accounts. You will work closely with Sales, Support, Product Management, and the broader Customer Success team to ensure customer success.
Key Responsibilities
- Manage a portfolio of customers, applying scalable, repeatable playbooks to drive adoption efficiently
- Establish regular touchpoints to track progress against adoption goals and technical objectives
- Identify targeted key accounts within your portfolio and partner with the commercial team to grow those accounts through upsell and expansion opportunities
- Develop trusted advisor relationships with key stakeholders across your portfolio
- Translate customer product usage data into actionable guidance for customers
- Monitor customer health scores and predictive risk indicators to flag and resolve at-risk accounts proactively
- For targeted key accounts, provide contract utilization pacing and deeper account reviews as part of regular check-ins
- Support deployment and operational best practices across all customer communication channels, including email, web calls, Slack, and mobile
- Collaborate cross-departmentally to resolve common integration issues and surface recurring customer problems
- Apply customer health scoring and risk management fundamentals to prevent and resolve risk at scale
- Drive communication and customer advocacy to ensure a consistent customer experience across the portfolio
Qualifications
- Bachelor's degree with 1-3 years of experience in Account Management, Customer Success, or a related SaaS/tech role
- Business-level proficiency in English is required
- Business-level proficiency in additional APAC languages (e.g., Mandarin, Korean, Japanese) is not mandatory, but considered a plus
- Comfort and familiarity with AI tools to drive efficiency in account management, reporting, and customer communication
- Comfort managing a portfolio of accounts efficiently, using scalable processes over highly bespoke engagement
- Ability to translate business requirements into business value, and collaborate with Sales to promote value-driven solutions
- Strong communication and organizational skills
- Experience in technical account management, or supporting customers on complex/technical platforms, is preferred
What Sets You Apart
- An out-of-the-box thinker who finds creative, scalable solutions to serve a large portfolio efficiently
- A strong personal drive to grow your book of business and take ownership of portfolio-level outcomes
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.