Strategic Customer Success Director, Banking LATAM

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.

Strategic Customer Success Manager/Director, Banking LATAM (based in São Paolo)

As a Strategic Customer Success Manager, Banking LATAM, 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 help 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 POV across payments rails, stablecoin flows, treasury operations, risk, and compliance
Value Realization & Outcomes
Own post-sale success for strategic banking customers, including supporting POCs
Build and execute 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, renewal readiness, 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

8–15+ 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, Gainsight) and product adoption analytics

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

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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