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Customer Success, Senior Manager

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Ripple

14d ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Sales & Business Development
  • San Francisco, +1

AI generated summary

  • You must be fluent in English (Spanish a plus), have 10+ years in customer-facing roles in finance or FinTech, excel at multi-stakeholder management, and possess strong relationship-building skills.
  • You will understand customer needs, advise on solutions, analyze financial targets, drive upsell opportunities, collaborate across teams, gather feedback, and champion process improvements.

Requirements

  • Fluency in English, with Spanish a bonus
  • 10+ years of experience in a customer facing role at financial institutions and/or a FinTech or crypto organization
  • Demonstrable understanding of multi-stakeholder management in complex environments
  • Experience in the development and launch of modern, complex business solutions involving innovative technology and B2B relationships
  • Excellence in building and managing relationships in cross-functional, global teams
  • Excellent interpersonal skills and experience in coaching others. Ability to encourage and inspire others to achieve ambitious goals through leading by example
  • Highly self-motivated individual who operates proactively and is driven to create impact and succeed.

Responsibilities

  • Develop a deep understanding of each customer's current technical solutions, organization, internal decision-making, aspirations and needs.
  • Serve as an advisor/Ripple advocate with customers, enabling them to better experience the potential of Ripple and participate in developing new and ground-breaking solutions.
  • Conduct financial, business and value analysis with the ability to understand and analyze key financial targets (e.g., cost reduction, revenue growth, etc.).
  • Navigate upsell and cross sell opportunities and drive them to deal execution, working with cross functional partners.
  • Lead key initiatives, working with cross-functional collaborators (Engineering, Technical Services, Sales, BD, Finance, Product Marketing and Legal) and creatively solve complex business and operational issues, often unique to each customer.
  • Collect customer and marketplace feedback related to Ripple's value proposition and communicate this throughout Ripple.
  • Identify and champion internal Ripple process improvements.

FAQs

What is the role of the Customer Success Senior Manager at Ripple?

The Customer Success Senior Manager plays a key role in driving revenue and product adoption across Ripple's customer base by deepening customer relationships, scaling payments volume, and upselling or cross-selling new Ripple products and services.

What qualifications are required for the Customer Success Senior Manager position?

Candidates should have 10+ years of experience in a customer-facing role within financial institutions, FinTech, or crypto organizations, a demonstrable understanding of multi-stakeholder management, and experience in developing and launching complex business solutions.

What kind of environment does Ripple offer to its employees?

Ripple provides a fast-paced start-up environment with experienced industry leaders, emphasizing a culture of respect, inclusion, and collaboration, along with a focus on professional development.

Is fluency in other languages required for this position?

Fluency in English is required, and knowledge of Spanish is considered a bonus.

What is the salary range for this position in California?

The annual salary range for this position in California is $200,000—$230,000 USD.

What kind of benefits do Ripple employees receive?

Ripple offers competitive salaries, bonuses, equity, comprehensive benefits covering physical and mental healthcare, generous wellness reimbursements, vacation policies, and industry-leading parental leave policies.

How does Ripple support work-life balance?

Ripple offers R&R days, flexible vacation policies, wellness reimbursements, and encourages employees to take time off when needed.

Are there opportunities for growth and learning at Ripple?

Yes, Ripple provides a professional development budget, a learning environment with access to the latest technologies, and opportunities to grow skills.

What are the working arrangements regarding office presence?

Ripple promotes a hybrid work model, allowing employees to decide which 10+ days a month they come into the office for in-person collaboration.

Is diversity and inclusion a priority at Ripple?

Yes, Ripple is committed to building a diverse and inclusive team and does not discriminate based on any protected characteristics.

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Ripple

Instantly move money to all corners of the world.

Technology
Industry
501-1000
Employees
2012
Founded Year

Mission & Purpose

Using proven crypto and blockchain technology honed over a decade, Ripple’s enterprise-grade solutions are faster, more transparent, and more cost-effective than traditional financial services. Our customers use these solutions to source crypto, facilitate instant payments, empower their treasury, engage new audiences, lower capital requirements, and drive new revenue. Founded in 2012, Ripple's vision is to enable a world where value moves as seamlessly as information flows today—an Internet of Value. Ripple is the only enterprise blockchain company today with products in commercial use. Ripple’s global payments network includes over 300 customers across 40+ countries and 
six continents.