Customer Success Senior Manager
Ripple provides crypto and blockchain solutions for enterprises, enabling global financial entities to move, manage, and tokenize value. They focus on improving existing financial systems through partnerships and regulatory compliance, with products used in over 50 countries.
About Ripple
Ripple is an enterprise blockchain and crypto solutions company that aims to enable the world to move value as seamlessly as information moves today. Their mission is to build breakthrough crypto solutions for a world without economic borders. Using blockchain technology, Ripple facilitates global financial institutions, businesses, governments, and developers to move, manage, and tokenize value, thereby unlocking greater economic opportunity. The company works within existing financial systems to improve them, partnering with customers to streamline infrastructure and collaborating with regulators to ensure solutions are secure and compliant. Ripple's products are in commercial use by hundreds of customers across more than 50 countries, helping them expand into new markets, access liquidity solutions, and generate crypto-enabled revenue streams. They also support developers by providing tools for building on the XRP Ledger, a fast and sustainable public blockchain. Ripple’s payments, custody and stablecoin solutions empower financial institutions to integrate blockchain and digital assets into their business in a simple, secure, compliant way—all in one place. From instant payments to asset tokenization, blockchain and crypto are happening right now, across the world. It’s happening to suppliers, to retailers, to exchanges, to currencies, to sectors, to industries, to markets, and to global businesses. And it’s happening with Ripple.
Skills
About the Role
You will be instrumental in driving the success of Ripple's clients in Latin America. You'll be responsible for developing payments, digital asset custody, stablecoins, virtual accounts and collection solutions for LATAM clients, scaling volume and cross-selling other Ripple products and services, such as RLUSD adoption. With your expertise in web3, financial services, customer success and account management, you'll build strong relationships, understand customer needs, and find opportunities to improve their value and potential. You'll be a driving force in shaping the web3 landscape, working closely with cross-functional teams (Sales, Business Development, Product, Engineering, Legal, etc.) to deliver exceptional solutions and create outcomes where everybody wins.
Requirements
- 10+ years of experience working with enterprise customers on the adoption of new technology and/or groundbreaking business changes
- Prior experience in a FinTech, Web3 or start-up/disruptor organization preferred; candidates with banking background can also be considered
- Native Portuguese or Spanish speaker or proven fluency in Portuguese and Spanish in a working environment
- Knowledge of payments or custody industry is preferred
- Proven understanding of multi-stakeholder management in sophisticated environments
- Experience in developing and launching modern, sophisticated business solutions involving innovative technology and B2B relationships
- High energy, and gravitas - the ability to instill confidence and passion in others
- Excellence in building and managing relationships among cross-functional teams
- Excellent interpersonal skills and experience in coaching others
Responsibilities
- Develop a deep understanding of each customer's organization, culture, internal constituents, aspirations, and needs
- Build highly impactful relationships with key executives and decision-makers
- Identify aspects of Ripple's engagement and advocacy that need to be strengthened
- Develop strategic account plans, manage contract renewals, identify and lead upsell and cross-sell opportunities
- Lead all aspects of customer-facing delivery responsibilities for both business and technical work-streams in conjunction with Ripple's Customer and Partner Engineering team
- Be the voice of Ripple's customers within the Ripple organization, ensuring feedback and insights are proactively disseminated and acted upon
- Drive strong collaboration across virtual execution teams composed of several Ripple functions and customers' project and business teams
Benefits
- Professional development budget
- Flexible in-office collaboration schedule (minimum 10+ days a month)
- Bi-weekly all-company meeting with Leadership Team
- Team offsites, team bonding activities, happy hours
- Competitive bonuses and equity
- Competitive benefits covering physical and mental healthcare, retirement, family forming, and family support
- Employee giving match
- Mobile phone stipend
- R&R days
- Generous wellness reimbursement and weekly onsite & virtual programming
- Generous vacation policy
- Industry-leading parental leave policies
- Family planning benefits
- Catered lunches, fully-stocked kitchens with premium snacks/beverages, and fun events