Customer Success Senior Manager

THE WORK:

The Customer Success Senior Manager plays a key role within in Ripple, driving revenue and product adoption across Ripple's customer base. The CSSM will focus on deepening customer relationships by scaling payments volume, implementing our custody solution and identifying cross selling opportunities for Ripple's other enterprise grade products.

WHAT YOU’LL DO:

• 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.

WHAT YOU'LL BRING: 

• 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.