Customer Success Director, Banking APAC

About the role

Fireblocks, a leading digital‑asset infrastructure provider, is seeking a Customer Success Director for Banking in APAC. You will own post‑sale outcomes for strategic banking and fintech customers, driving time‑to‑value, adoption, retention and expansion while acting as a trusted advisor to senior leaders.

Key responsibilities

• Define and scale the Banking Success Playbook, including onboarding standards, adoption maturity models, KPIs and expansion signals.
• Support strategic banking customers through proofs‑of‑concept and build outcome‑based success plans tied to production readiness, cost‑to‑serve, risk mitigation and time‑to‑launch.
• Own portfolio health, mitigate churn and drive gross and net dollar retention while partnering with Sales on expansion strategy.
• Act as a trusted advisor on banking, payments, fintech and crypto infrastructure, providing market trends and regulatory insights.
• Advocate for customer needs internally, lead high‑stakes escalations and deliver executive enablement workshops and training.

Required profile

• 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 with executive presence and commercial judgment.
• Strong analytical, project‑management and data‑driven decision‑making skills.

Required skills

• Salesforce
• Planhat
• AI tools
• Blockchain technology
• APIs