Customer Success Director, Banking APAC

As Customer Success Director for Banking APAC at Fireblocks, you own post-sale outcomes for banking and fintech strategic customers, driving time-to-value, adoption, retention (GDR/NDR), and expansion. You blend strategic account leadership, commercial judgment, and technical fluency, guiding complex enterprise and high-growth payments customers through adoption, value realization, and long-term success on the Fireblocks platform. Based in Singapore, you partner closely with Sales, Product, and Engineering to scale segment growth while serving as a trusted advisor to senior banking and fintech leaders.

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 including production readiness, cost-to-serve, risk mitigation, time-to-launch, and 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, providing 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
• 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

What you bring

• 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 such as Salesforce and Planhat, and product adoption analytics
• Comfort and fluency with AI tools to drive efficiency in account management, reporting, and customer insights
• Exceptional communication skills with confidence engaging C-suite and technical leaders
• Strategic thinking with a customer-first, outcomes-driven mindset
• Ability to navigate regulatory ambiguity and evolving compliance frameworks in digital asset infrastructure

Nice to have

• Business-level proficiency in additional APAC languages such as Mandarin, Korean, or Japanese

About Fireblocks

Fireblocks provides the simplest and most secure way for companies to work with digital assets. The platform is trusted by some of the largest financial institutions, banks, globally-recognized brands, and Web3 companies worldwide, including BNY Mellon, BNP Paribas, ANZ Bank, Revolut, and thousands more.