Customer Success Senior Manager

At Ripple, we’re building a world where value moves like information does today. It’s big, it’s bold, and we’re already doing it. Through our crypto solutions for financial institutions, businesses, governments and developers, we are improving the global financial system and creating greater economic fairness and opportunity for more people, in more places around the world. And we get to do the best work of our career and grow our skills surrounded by colleagues who have our backs. 

If you’re ready to see your impact and unlock incredible career growth opportunities, join us, and build real world value.

In the role of Customer Success Senior Manager, you will be instrumental in driving the success of our clients in Latin America. You'll be responsible for developing payments, digital asset custody, stablecoins, virtual accounts and collection solutions for our LATAM clients, scaling volume and cross-selling other Ripple product and services, such as RLUSD adoption. With your expertise in the web3, financial services, customer success and account management, you'll build strong relationships, understand customer needs, and find opportunities to improve their value and potential. Get ready to be a driving force in shaping the web3 landscape, working closely with cross-functional teams (Sales, Business Development, Product, Engineering, Legal, etc.) to deliver exceptional solutions and create outcome where everybody wins.

WHAT YOU'LL DO:

• Develop a deep understanding of each customer's organization, culture, internal constituents, aspirations, and needs. Build highly impactful relationships with key executives and decision-makers - in addition to identifying aspects of Ripple’s engagement and advocacy that need to be strengthened


• Develop strategic account plans, manage contract renewals, identify and lead upsell and cross-sell opportunities


• Lead all aspects of customer-facing delivery responsibilities for both business and technical work-streams in conjunction with Ripple’s Customer and Partner Engineering (CP) team


• Be the voice of Ripple’s customers within the Ripple organization, ensuring that feedback and insights gained are proactively disseminated, inculcated, and acted upon by Ripple


• Drive strong collaboration across virtual execution teams composed of several Ripple functions (e.g., Product, CP, Sales, Business Development, Finance, Marketing, and Legal) and our customers’ project and business teams.

WHAT YOU'LL BRING:

• 10+ years of experience working with enterprise customers on the adoption of new technology and/or groundbreaking business changes


• Prior experience in a FinTech, Web3 or start-up/disruptor organization preferred. Candidates with banking background can also be considered


• Native Portuguese or Spanish speaker or proven fluency in Portuguese and Spanish in a working environment


• Knowledge of payments or custody industry is preferred


• Proven understanding of multi-stakeholder management in sophisticated environments


• Experience in developing and launching modern, sophisticated business solutions involving innovative technology and B2B relationships


• High energy, and gravitas - the ability to instill confidence and passion in others


• Excellence in building and managing relationships among cross-functional teams


• Excellent interpersonal skills and experience in coaching others. Ability to consult, empower and encourage others to achieve exciting goals by leading through example