Customer Success, Senior Manager

Customer Success, Senior Manager at Ripple (New York, NY, USA / San Francisco, CA, USA)

Location: New York, NY, USA / San Francisco, CA, USA

About Ripple: Ripple is transforming the global financial system with its crypto solutions, creating a world where value moves as seamlessly as information does today. By empowering financial institutions, businesses, governments, and developers, Ripple is improving the global financial system and increasing economic fairness and opportunity.

Role Overview: As a Customer Success Senior Manager (CSSM), you will play a pivotal role in driving Ripple’s success by deepening customer relationships, increasing product adoption, and boosting revenue growth. The role involves focusing on strategic accounts, scaling their payments volume, upselling/cross-selling Ripple products, and advocating for customers throughout their journey with Ripple’s services.

Key Responsibilities:

• Customer Relationship Management: Develop a deep understanding of customers’ technical solutions, organization, needs, and goals to foster long-term relationships.
• Strategic Advisor: Act as a Ripple advocate, helping customers realize the full potential of Ripple’s solutions and guiding them in developing innovative financial products.
• Financial & Business Analysis: Conduct financial and value analyses to align Ripple’s offerings with customer goals like cost reduction and revenue growth.
• Upsell and Cross-sell: Identify opportunities for upselling and cross-selling new Ripple products, collaborating with internal teams to drive these deals forward.
• Cross-functional Collaboration: Work with teams across Ripple (Engineering, Sales, Marketing, Legal, etc.) to deliver creative solutions to complex customer challenges.
• Customer Feedback Loop: Collect customer feedback on Ripple’s value proposition and share insights to continuously improve products and services.
• Process Improvement: Champion process improvements within Ripple to streamline workflows and enhance customer satisfaction.

Qualifications:

• Experience: 10+ years in a customer-facing role at financial institutions or within FinTech/crypto organizations.
• Stakeholder Management: Proven experience in managing multi-stakeholder relationships in complex environments.
• Solution Development: Background in developing and launching complex business solutions involving innovative technology and B2B relationships.
• Cross-functional Team Leadership: Demonstrated excellence in managing relationships across global teams and collaborating with diverse departments.
• Coaching & Leadership: Strong interpersonal skills, with experience in mentoring and inspiring others to achieve ambitious goals.
• Proactive & Self-Motivated: Highly self-driven, with a passion for creating impact and driving success.

Compensation:

• CA Base Salary Range: $200,000—$230,000 USD
• NY Base Salary Range: $180,000—$210,000 USD
• (Note: Salary ranges do not include bonuses or additional compensation, such as equity or performance-linked incentives.)

Why Ripple?

• Dynamic Work Environment: Thrive in a fast-paced start-up culture with industry leaders.
• Learning & Development: Continuous growth opportunities, with a professional development budget.
• Work Flexibility: Hybrid work model with flexibility for remote work (10+ days a month in-office collaboration).
• Competitive Benefits: Comprehensive health, wellness, and retirement benefits, along with generous vacation and parental leave policies.
• Diversity & Inclusion: Ripple is committed to building a diverse and inclusive team, and applicants of all backgrounds are encouraged to apply.

Ripple’s Core Values:

• Collaborative Environment: Work with colleagues who have your back, helping you grow and succeed.
• Innovative Culture: Develop groundbreaking solutions that challenge the status quo of the financial industry.
• Economic Impact: Contribute to a mission that brings greater fairness and economic opportunity to people around the world.