Customer Success Senior Manager

You will deepen customer relationships and drive adoption of payment, custody, and enterprise products. You will analyze customer needs and financial value, lead cross-functional initiatives, execute upsell opportunities, gather market feedback, and improve internal processes.

Responsibilities

• Develop an understanding of each customer's technical solutions, organization, decision-making, aspirations, and needs
• Advise customers on Ripple solutions and support the development of new solutions
• Conduct financial, business, and value analysis
• Drive upsell and cross-sell opportunities through deal execution
• Lead cross-functional initiatives and resolve complex business and operational issues
• Collect and communicate customer and marketplace feedback
• Identify and champion internal process improvements

Requirements

• Fluency in English
• 7+ years of experience in a customer-facing role at financial institutions, a fintech organization, or a crypto organization
• Understanding of multi-stakeholder management in complex environments
• Experience developing and launching complex business solutions involving innovative technology and B2B relationships
• Experience building and managing relationships in cross-functional global teams
• Interpersonal skills and experience coaching others

Benefits

• Professional development budget
• Flexible in-office attendance determined by managers and teams
• Team offsites, bonding activities, and happy hours
• Bonuses and equity
• Healthcare, retirement, family-forming, and family-support benefits
• Employee giving match
• Mobile phone stipend
• R&R days
• Wellness reimbursement and onsite and virtual programming
• Vacation policy
• Parental leave and family-planning benefits
• Catered lunches and stocked kitchens