Customer Success Manager, APAC

As a Customer Success Manager in APAC at Fireblocks, you build and maintain relationships across a portfolio of customers, enabling them to realize value from the Fireblocks platform. You act as a trusted advisor, leveraging domain expertise to drive adoption, proactively resolve risk, and secure renewals. You work closely with Sales, Support, Product Management, and the broader Customer Success team to ensure customer success. The role is based in Singapore.

What you'll do

• Manage a portfolio of customers, applying scalable, repeatable playbooks to drive adoption efficiently
• Establish regular touchpoints to track progress against adoption goals and technical objectives
• Identify targeted key accounts within your portfolio and partner with the commercial team to grow those accounts through upsell and expansion opportunities
• Develop trusted advisor relationships with key stakeholders across your portfolio
• Translate customer product usage data into actionable guidance for customers
• Monitor customer health scores and predictive risk indicators to flag and resolve at-risk accounts proactively
• For targeted key accounts, provide contract utilization pacing and deeper account reviews as part of regular check-ins
• Support deployment and operational best practices across all customer communication channels, including email, web calls, Slack, and mobile
• Collaborate cross-departmentally to resolve common integration issues and surface recurring customer 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 customer experience across the portfolio

What you bring

• A Bachelor's degree with 1-3 years of experience in Account Management, Customer Success, or a related SaaS/tech role
• Business-level proficiency in English
• Comfort and familiarity with AI tools to drive efficiency in account management, reporting, and customer communication
• The ability to manage a portfolio of accounts efficiently, using scalable processes over highly bespoke engagement
• The ability to translate business requirements into business value, and collaborate with Sales to promote value-driven solutions
• Strong communication and organizational skills

Nice to have

• Business-level proficiency in additional APAC languages such as Mandarin, Korean, or Japanese
• Experience in technical account management, or supporting customers on complex or technical platforms
• An out-of-the-box thinking approach to finding creative, scalable solutions for serving a large portfolio efficiently
• A strong personal drive to grow your book of business and take ownership of portfolio-level outcomes

About Fireblocks

Fireblocks is an enterprise-grade platform providing secure infrastructure for moving, storing, and issuing digital assets. Through the Fireblocks Network and MPC-based Wallet Infrastructure, the platform helps financial institutions securely build, run, and scale their digital asset operations, trusted by institutions worldwide including BNY Mellon, BNP Paribas, ANZ Bank, and Revolut.