Customer Success Manager – APAC

About the role

Fireblocks is seeking a Customer Success Manager for the APAC region. The role involves building and maintaining relationships with a portfolio of institutional customers, helping them realize value from the Fireblocks platform, and acting as a trusted advisor to drive adoption, mitigate risk, and secure renewals.

Key responsibilities

• Manage a portfolio of customers using scalable playbooks to drive adoption efficiently.
• Establish regular touchpoints to track progress against adoption goals and technical objectives.
• Identify key accounts and partner with the commercial team to grow them through upsell and expansion.
• Develop trusted‑advisor relationships with key stakeholders across the portfolio.
• Translate product usage data into actionable guidance for customers.
• Monitor health scores and predictive risk indicators to proactively resolve at‑risk accounts.
• Provide contract utilization pacing and deeper account reviews for targeted key accounts.
• Support deployment and operational best practices across communication channels such as email, web calls, Slack, and mobile.
• Collaborate cross‑departmentally to resolve integration issues and surface recurring 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 experience across the portfolio.

Required profile

• Bachelor’s degree required.
• 2–3 years of experience in Account Management, Customer Success, or a related SaaS/tech role.
• Business‑level proficiency in English; additional APAC languages a plus.
• Comfort with AI tools to improve efficiency in account management and reporting.
• Ability to manage a portfolio using scalable processes rather than highly bespoke engagement.
• Strong communication and organizational skills.
• Experience in technical account management or supporting customers on complex platforms is preferred.