Payments Lead, Customer Success

As a Payments Lead at Fireblocks, your primary responsibilities include driving post-sales payments success, managing key performance indicators like GDR, NDR, and NPS, and acting as a trusted advisor to key stakeholders. You'll also conduct technical workshops, lead Executive Business Reviews, and leverage your payments industry expertise to optimize customer strategies.

To be considered for the Payments Lead position at Fireblocks, candidates should have 8-10 years of experience in Payments or Payments Consulting, ideally working with top-tier payments companies or Big 4 consulting firms. A strong understanding of payments infrastructure, compliance, and customer success metrics is essential. Familiarity with the fintech and crypto sectors is a bonus.

Success for the Payments Lead at Fireblocks is measured through key performance indicators such as Gross Dollar Retention (GDR), Net Dollar Retention (NDR), and Net Promoter Score (NPS). Your effectiveness will also be evaluated based on customer satisfaction and successful product adoption strategies executed throughout the customer lifecycle.

As a Payments Lead at Fireblocks, you will collaborate extensively with cross-functional teams including Product, Engineering, Marketing, and Sales. This collaboration ensures that customer needs are advocated for and that the Fireblocks platform continuously aligns with market expectations and customer success strategies.

The work culture at Fireblocks emphasizes innovation, inclusivity, and collaboration. As a Payments Lead, you'll be part of a dynamic environment where diverse perspectives are valued, and your contributions will directly impact our mission to transform how businesses access digital assets and cryptocurrencies.

When asked about your experience with payments infrastructure, be sure to highlight specific projects where you implemented solutions, optimized processes, or integrated technologies related to payments. Discuss the key challenges you faced and how you overcame them, illustrating your problem-solving skills and domain expertise.

In response to this question, share concrete examples of how you have worked to enhance customer satisfaction, retention, and product adoption in past positions. Discuss strategies you developed to engage customers and how you tracked and measured success metrics such as GDR and NPS.

To improve GDR and NDR, describe a proactive engagement plan that includes regular communication with customers, identifying their needs, offering tailored solutions, and ensuring successful onboarding. Highlight the importance of continuous assessment and adapting strategies based on customer feedback.

For this question, outline a specific executive business review you led, detailing your preparation, the metrics you highlighted, the insights you provided, and the outcomes. Emphasize the importance of data-driven decisions and how you engaged with stakeholders to align on business objectives.

Touch on the importance of trust, communication, and empathy in building effective stakeholder relationships. Share your approach to understanding stakeholder needs, providing timely updates, and being proactive in addressing concerns or suggestions.

When asked about compliance, discuss your knowledge of regulatory frameworks relevant to digital assets and payments. Illustrate your experience in developing compliance strategies or working with legal teams to ensure that operations align with necessary regulations.

Detail a comprehensive onboarding process you would implement, emphasizing understanding customer needs, providing customized training, and ensuring they are fully engaged with the Fireblocks platform. Express the importance of a smooth transition to help customers realize the value quickly.

Show your knowledge of current trends in the payments industry by discussing emerging technologies, new payment methods, and evolving customer expectations. Make sure to link these trends to how they might influence your role as Payments Lead.

Describe your approach to difficult customer interactions, emphasizing active listening, empathy, and solution-oriented dialogue. Share an example where you successfully turned a challenging situation into a positive outcome.

Express your enthusiasm for Fireblocks' mission and its innovative approach to digital assets. Be sure to link your skills and experiences as a Payments Lead with what you aim to contribute to the company's goals and culture.