Fireblocks is hiring a

Web3 Payments Lead, Customer Success

About the Team

As Payments Lead, Customer Success, 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.

What You’ll Do

• 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.

What You’ll Bring

• 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. 

While we believe competitive compensation is a critical aspect of you deciding to join us, we do hope you also spend time considering why our mission and culture are right for you. We are creating something transformational here, and we hope you are as excited about the future as we are.