Customer Success Director, Banking APAC
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What you'll do
- Define and scale the Banking Success Playbook: onboarding standards, adoption maturity models, KPIs, and expansion signals
- Develop a repeatable banking point-of-view across payments rails, stablecoin flows, treasury operations, risk, and compliance
- Provide functional guidance and mentorship to CSMs supporting the banking segment
- Support strategic banking customers through POCs and build outcome-based success plans tied to customer KPIs (production readiness, cost-to-serve, risk mitigation, time-to-launch, uptime)
- Proactively identify opportunities for adoption, architecture alignment, roadmap influence, and business value creation
- Own portfolio health and churn mitigation while driving strong GDR and NDR
- Partner with Sales on expansion strategy, translating customer architecture and adoption into commercial recommendations within financial policy guardrails
- Lead executive governance through EBRs, adoption health checks, and strategic roadmap sessions
- Act as a trusted advisor with deep expertise in banking, payments, fintech, and crypto infrastructure
- Provide insight on market trends, regulatory considerations, and best practices
- Orchestrate alignment across Product, Engineering, Support, Services, Marketing, and Sales to resolve complex technical and strategic challenges
- Advocate for customer needs internally to influence product and GTM priorities
What they're looking for
- 10+ years in Customer Success, Technical Account Management, or Enterprise Client Leadership within SaaS, fintech, banking, or crypto
- Strong fluency in banking and payments infrastructure, compliance environments, digital wallets, APIs, and blockchain-based systems
- Proven ability to manage and grow complex enterprise accounts
- Executive presence with strong commercial judgment and cross-functional leadership
- Ability to translate customer architecture and business goals into outcomes
- Strong analytical, project management, and data-driven decision-making skills
- Experience with CRM and CS platforms (e.g., Salesforce, Planhat) and product adoption analytics
- Comfort and fluency with AI tools to drive efficiency in account management, reporting, and customer insights
Nice to have
- Business-level proficiency in additional APAC languages (e.g., Mandarin, Korean, Japanese) is not mandatory, but considered a plus
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Fireblocks is the company bringing global finance onchain. Backed by over $1 billion in capital, we are the premier digital asset infrastructure provider trusted by thousands of industry-defining financial institutions, including banks, payment providers, fintechs, and global corporates such as BNY Mellon, BNP Paribas, ANZ Bank, Western Union, Stripe, and Revolut. Built for institutional scale and security, our enterprise-grade platform and network have powered over $14 trillion in digital asset transfers worldwide.
Location: Singapore
As a Customer Success Director, Banking APAC, you will own post-sale outcomes for our banking and fintech strategic segment, driving time-to-value, adoption, retention (GDR/NDR), and expansion. Partnering closely with Sales, Product, and Engineering, you will scale segment growth while serving as a trusted advisor to senior banking and fintech leaders.
This role blends strategic account leadership, commercial judgment, and technical fluency. You will guide complex enterprise and high-growth payments customers through adoption, value realization, and long-term success on our platform.
Key Responsibilities
Segment Growth Leadership
- Define and scale the Banking Success Playbook: onboarding standards, adoption maturity models, KPIs, and expansion signals
- Develop a repeatable banking point-of-view across payments rails, stablecoin flows, treasury operations, risk, and compliance
- Provide functional guidance and mentorship to CSMs supporting the banking segment
Value Realization & Outcomes
- Support strategic banking customers through POCs and build outcome-based success plans tied to customer KPIs (production readiness, cost-to-serve, risk mitigation, time-to-launch, uptime)
- Proactively identify opportunities for adoption, architecture alignment, roadmap influence, and business value creation
Account Ownership, Retention & Expansion
- Own portfolio health and churn mitigation while driving strong GDR and NDR
- Partner with Sales on expansion strategy, translating customer architecture and adoption into commercial recommendations within financial policy guardrails
- Lead executive governance through EBRs, adoption health checks, and strategic roadmap sessions
Industry Advisory & Cross-Functional Leadership
- Act as a trusted advisor with deep expertise in banking, payments, fintech, and crypto infrastructure
- Provide insight on market trends, regulatory considerations, and best practices
- Orchestrate alignment across Product, Engineering, Support, Services, Marketing, and Sales to resolve complex technical and strategic challenges
Advocacy, Enablement & Escalation Leadership
- Advocate for customer needs internally to influence product and GTM priorities
- Lead high-stakes escalations with clear communication and mitigation plans
- Deliver executive-level enablement, adoption workshops, and training
- Develop customer success stories and references in partnership with Marketing
Performance KPIs
- Segment GDR / NDR, churn rate, renewal forecast accuracy
- Time-to-value and adoption milestones
- Expansion pipeline influenced or sourced by CS
- Executive engagement health (EBR completion, sponsor coverage)
- Reduction in escalations and quality of incident communications
Qualifications
- 10+ years in Customer Success, Technical Account Management, or Enterprise Client Leadership within SaaS, fintech, banking, or crypto
- Strong fluency in banking and payments infrastructure, compliance environments, digital wallets, APIs, and blockchain-based systems
- Proven ability to manage and grow complex enterprise accounts
- Executive presence with strong commercial judgment and cross-functional leadership
- Ability to translate customer architecture and business goals into outcomes
- Strong analytical, project management, and data-driven decision-making skills
- Experience with CRM and CS platforms (e.g., Salesforce, Planhat) and product adoption analytics
- Comfort and fluency with AI tools to drive efficiency in account management, reporting, and customer insights
- Business-level proficiency in additional APAC languages (e.g., Mandarin, Korean, Japanese) is not mandatory, but considered a plus
What Sets You Apart
- Exceptional communicator with confidence engaging C-suite and technical leaders
- Strategic thinker with a customer-first, outcomes-driven mindset
- Collaborative, self-directed leader who thrives in fast-paced, global environments
- Comfortable navigating regulatory ambiguity and evolving compliance frameworks in digital asset infrastructure
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.
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