Customer Success Senior Manager
Drive revenue and product adoption across Ripple's customer base by deepening customer relationships, scaling payments volume, implementing custody solutions, identifying cross-selling opportunities, advising customers, conducting financial analysis, leading cross-functional initiatives, and improving processes.
Responsibilities
- Develop a deep understanding of each customer's technical solutions, organization, decision-making, aspirations, and needs.
- Serve as a customer advisor and advocate, helping customers realize product potential and develop new solutions.
- Conduct financial, business, and value analysis focused on cost reduction and revenue growth.
- Navigate upsell and cross-sell opportunities through deal execution with cross-functional partners.
- Lead initiatives with Engineering, Technical Services, Sales, Business Development, Finance, Product Marketing, and Legal.
- Collect customer and marketplace feedback and communicate it throughout Ripple.
- Identify and champion internal process improvements.
Requirements
- Fluency in English; Spanish is a bonus.
- 10+ years of customer-facing experience at financial institutions and/or a FinTech or crypto organization.
- Understanding of multi-stakeholder management in complex environments.
- Experience developing and launching complex technology and B2B business solutions.
- Experience building and managing relationships in cross-functional, global teams.
- Excellent interpersonal and coaching skills, with the ability to inspire others by leading by example.
- Highly self-motivated, proactive, and impact-oriented.
Benefits
- Professional development budget
- Flexible in-office collaboration schedule
- Bi-weekly all-company meeting with leadership
- Team offsites, team bonding activities, and happy hours
- Competitive bonuses and equity
- Healthcare, retirement, family-forming, and family-support benefits
- Employee giving match
- Mobile phone stipend
- R&R days
- Wellness reimbursement
- Generous vacation policy
- Parental leave and family-planning benefits
- Catered lunches and stocked kitchens