Senior Customer Success 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 a critical part of our customers' adoption and ongoing satisfaction with treasury solutions. You'll play a pivotal role in ensuring enterprise treasury and finance customers achieve their desired outcomes, from streamlining cash management and FX operations to optimizing liquidity and payment workflows. As part of the Global Customer Success Team, you'll help solve enterprise treasury teams' most complex business challenges through strategic success planning and proactive engagement. You'll align and demonstrate the value of treasury solutions against customers' financial objectives, managing the end-to-end customer lifecycle in close partnership with your Account Manager. You'll act as a trusted advisor who proactively engages with senior finance and treasury stakeholders to identify and recommend ways to achieve additional value, developing your accounts into champions.
Requirements
- 7+ years of customer success, account management, or enterprise software sales experience, ideally within treasury management, fintech, banking, or enterprise SaaS
- Deep understanding of corporate treasury operations, including cash management, FX, liquidity management, and payment workflows
- Ability to interact with enterprise customer teams at various levels, from analysts to CFOs and C-suite stakeholders
- Strong executive presentation and communication skills, verbal and written
- Proven project management skills with a track record of acting as a trusted advisor
- Highly data-driven with a disciplined approach to tracking engagement, health metrics, and customer outcomes
- Experience with digital assets, blockchain-based payments, or emerging fintech infrastructure is a plus but not required
- Bachelor's degree in Finance, Business, or a related field; MBA or equivalent experience a plus
- Flexibility for occasional travel to customer sites and industry events
Responsibilities
- Develop trusted advisor relationships with key customer stakeholders, including CFOs, Treasurers, and finance executives, to drive product adoption
- Enable enterprise treasury customers to achieve their desired outcomes, guiding them through critical milestones from onboarding through long-term strategic use
- Co-create Value Achievement & Success Plans with customers to understand their treasury operations, business outcomes, and success metrics
- Develop, automate, and scale customer lifecycle engagements including kickoff/onboarding, executive business reviews, feature announcements, and utilization tracking
- Address customer inquiries, manage obstacles, and proactively identify ways to drive additional value across the treasury and finance organization
- Establish regular touchpoints with treasury and finance teams to ensure customers remain engaged and provide strategic feedback
- Act as an internal advocate for customers, partnering with cross-functional teams to facilitate implementation, adoption, expansion, and renewals
- Collaborate with Product, Engineering, Sales, and Support teams to relay customer feedback and ensure requests are resolved
Benefits
- Professional development budget
- Flexible in-office collaboration schedule
- Bi-weekly all-company meeting
- Team offsites, team bonding activities, and 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
- Wellness reimbursement and weekly onsite & virtual programming
- Generous vacation policy
- Parental leave policies and family planning benefits
- Catered lunches and fully-stocked kitchens with premium snacks/beverages