Head of Customer Success & Support
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
As Head of Customer Success and Support, you will own the full post-implementation customer experience for a global enterprise customer base, from go-live through deep adoption and long-term advocacy. You'll sit on the Leadership Team and drive how the company retains, grows, and scales with its customers. Your primary focus will be protecting and growing recurring revenue through disciplined retention management, pricing stewardship, and driving product adoption. You will lead Customer Success, Support, and Customer Education teams, building the systems, talent, and AI-powered tooling required to deliver measurable value at scale. You will also own the Customer Reference Programme end to end, building a diverse panel of reference customers that becomes a powerful go-to-market asset. You'll act as the voice of the customer within the leadership team and a trusted commercial partner to Sales.
Requirements
- 10+ years of progressive experience in customer-facing leadership roles within B2B enterprise SaaS
- At least 3-5 years at the top table with clear ownership of post-sale revenue and retention
- Demonstrated track record of achieving and defending strong GRR metrics at scale, ideally in a $50M-$200M ARR SaaS business
- Experience navigating complex enterprise renewal negotiations
- Proven experience building and scaling product adoption programmes
- Deep experience partnering with Sales on customer-led growth motions
- Hands-on experience deploying AI and automation tools within a CS or Support organisation
- Experience serving customers in the Office of the CFO, financial technology, ERP, FP&A, treasury, or GRC verticals is highly desirable
- Proven ability to manage high-touch relationships with enterprise or Fortune 500 customers including C-Suite executive sponsorship
- Track record of building globally distributed teams operating across time zones, cultures, and regulatory environments
- Experience in financial technology, ERP, FP&A, treasury, or GRC SaaS solutions preferred
- Previous exposure to private equity or venture-backed high-growth environments preferred
- Familiarity with market leading CS and CRM platforms preferred
- Working knowledge of AI tools relevant to CS operations preferred
- Multilingual capability or experience leading teams across English, Spanish, French, and German-speaking markets preferred
Responsibilities
- Own gross revenue retention as the primary commercial accountability of the role
- Lead the annual and in-cycle renewal process for enterprise accounts
- Act as a key voice in pricing decisions with Finance, Product, and Sales leadership
- Develop and manage a tiered account coverage model
- Maintain a real-time view of customer health, renewal risk, and commercial exposure
- Define and own the adoption framework including feature activation milestones and success metrics
- Build structured Customer Success programmes such as health checks, QBRs, and executive business reviews
- Partner with Product to improve documentation, in-app guidance, and AI-assisted help
- Develop a Customer Education capability including digital learning pathways and power-user programmes
- Use adoption data to generate account-level intelligence for Sales
- Work with Sales and Marketing on customer-led growth motions
- Oversee the global Customer Support organisation across all geographies and time zones
- Set and hold the team accountable to SLA, CSAT, NPS, and time-to-resolution benchmarks
- Drive AI-augmented support including deflection tools and predictive issue detection
- Position Support as a proactive function flagging adoption gaps and at-risk signals
- Define and own the AI and technology roadmap for the Customer organisation
- Champion AI-driven customer health scoring using usage, support, engagement, and sentiment data
- Deploy AI-assisted tooling for CSMs and Support teams
- Use AI to scale the Quality Business Review process
- Leverage AI-powered self-serve and in-product guidance to accelerate adoption
- Build a culture of experimentation testing new AI tools and measuring impact
- Partner with the CTO and CPO to align AI tooling strategy with platform architecture
- Build and own a structured Customer Reference Programme starting at implementation
- Partner with implementation and onboarding teams to embed reference-readiness into the customer journey
- Maintain a live, segmented reference panel for Sales use
- Protect reference customers by monitoring health and managing reference fatigue
- Work with Sales leadership to identify and escalate reference risk
- Expand advocacy through executive peer networks, advisory boards, and case studies
- Track reference programme health as a formal metric and report to leadership
- Serve as the internal champion for the customer synthesising feedback and usage trends
- Establish VoC programmes including NPS, QBRs, advisory councils, and win/loss analysis
- Partner with the Head of Sales on the post-sale to Sales commercial handoff
- Represent the customer perspective in leadership discussions
- Build, lead, and inspire a globally distributed customer-facing organisation
- Develop career paths, coaching frameworks, and recognition programmes
- Drive AI literacy and adoption within the team
- Build operational infrastructure including playbooks, KPI frameworks, and reporting cadences
Benefits
- Professional development budget
- Flexible in-office collaboration schedule
- Bi-weekly all-company meetings with Leadership Team
- Team offsites, bonding activities, and happy hours
- Competitive bonuses and equity
- Health, retirement, family forming, and family support benefits
- Employee giving match
- Mobile phone stipend
- R&R days
- Wellness reimbursement and weekly onsite & virtual programming
- Generous vacation policy
- Parental leave policies and family planning benefits
- Catered lunches and fully-stocked kitchens