Customer Success Manager

Ripple; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Equity

Bonus

Mobile stipend

Health care

Retirement plan

Employee giving match

R&R days

Wellness reimbursement

Generous vacation

Parental leave

Catered lunches

Job summary

Ripple is seeking a Customer Success Manager to grow adoption and retention across the EMEA treasury customer base. You will build senior relationships with Heads of Treasury, Finance leaders and CFOs, and own a portfolio of strategic accounts.

You will drive QBRs, map customer workflows to measurable outcomes, and partner with Product, Engineering and Marketing to enable renewals, expansions and valued customer outcomes.

Qualifications

• 4+ years in enterprise SaaS, FinTech or financial services in customer-facing roles.
• Deep corporate treasury domain knowledge (cash, liquidity, forecasting, payments).
• Experience with Treasury Management Systems (e.g., Ripple Treasury, Kyriba, IT2).
• Proven track record managing strategic enterprise accounts with ARR ownership.
• Ability to manage multi-stakeholder, C-level engagement.
• Experience running QBRs and executive business reviews.
• Strong cross-functional collaboration across global teams.
• Familiarity with CS tooling (Salesforce, Gong, Gainsight) and BI tools.

Responsibilities

• Own a portfolio of strategic enterprise treasury accounts across EMEA, focusing on adoption, retention, satisfaction and growth.
• Map customer workflows to measurable success outcomes on Ripple Treasury.
• Build senior-level relationships with Heads of Treasury, Finance leaders and CFOs.
• Lead QBRs and executive reviews with value and business analysis tied to targets.
• Manage account health, churn risk, and renewal/upsell opportunities.
• Champion product agenda and drive measurable customer adoption.
• Develop customer references and advocacy assets in partnership with Marketing.
• Lead customer events and collaborate with Support, Engineering, and Services to resolve issues.
• Communicate customer feedback to Product/Engineering to shape roadmaps.
• Maintain accurate account data and response SLAs.

Skills

English fluency

German/French

Enterprise SaaS

Customer success

Treasury domain

Treasury Management Systems

QBRs / executive reviews

Cross-functional collaboration

CRM tools (Salesforce)

Tools

Salesforce

Gong

Gainsight

Pendo

Qlik Sense

Job description

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.

THE WORK:

The Customer Success Manager plays a key role in driving revenue, product adoption and retention across the Ripple Treasury customer base in EMEA. Acting as a trusted advisor to Heads of Treasury, Finance leaders and CFOs, the CSM will own a portfolio of strategic enterprise accounts — deepening relationships, accelerating adoption of Ripple Treasury's cash, liquidity, forecasting, payments, netting, reconciliation capabilities, and supporting expansion and renewal opportunities across Ripple's product suite

WHAT YOU’LL DO:

Own a portfolio of strategic enterprise treasury accounts across EMEA, with responsibility for adoption, retention, satisfaction and growth outcomes.

Develop a deep understanding of each customer's treasury organisation, technical landscape, internal decision‑making, aspirations and needs — mapping their workflows to measurable success outcomes on the Ripple Treasury platform.

Build trusted, senior‑level relationships with Heads of Treasury, Finance leaders and CFOs, serving as an advisor and Ripple advocate.

Run QBRs and executive‑level success reviews; conduct financial, business and value analysis tied to customer targets such as cost reduction, forecasting accuracy and operational efficiency.

Own the commercial health of your portfolio: maintain an early‑warning view of churn risk (health scores, usage decline, escalations, sentiment), flag at‑risk accounts to AM/RM with a documented save plan, and build account strategies that identify and progress renewal, upsell and cross‑sell opportunities through to deal execution.

Champion the innovation and product agenda across your book of business, turning each release into measurable customer adoption.

Drive customer references and advocacy across the portfolio, building a pipeline of referenceable accounts and advocacy assets (case studies, testimonials, event speakers…) in partnership with Marketing.

Lead and support customer events across the EMEA region, driving engagement and community‑building within your book of business.

Resolve complex product and operational issues by partnering with Support, Engineering and Technical Services, and by leading deep root‑cause analysis where required.

Represent the voice of the customer across Ripple; collect and communicate customer feedback to Product, Engineering and GTM to shape the roadmap.

Maintain admin and operational excellence across your book of business, keeping account data and response SLAs at a consistently high standard.

Contribute to scalable Customer Success processes, playbooks and enablement resources, and mentor newer team members through knowledge‑sharing and peer onboarding.

Identify and champion internal process improvements.

WHAT YOU'LL BRING:

Fluency in English is required; German and/or French are a plus.

4+ years of experience in customer‑facing roles within enterprise SaaS, FinTech or financial services, ideally in Customer Success or strategic account management.

Deep domain expertise in corporate treasury: cash and liquidity management, cash flow forecasting, netting, payments and settlement, bank connectivity… — hands‑on practitioner experience in a corporate treasury function is a strong plus.

Direct experience with Treasury Management Systems (e.g. Ripple Treasury, Kyriba, IT2, Quantum, or similar), as an implementer, power user or vendor‑side advisor.

A track record of managing a portfolio of strategic enterprise accounts with meaningful ARR ownership, and of driving measurable adoption, retention and expansion outcomes.

Demonstrable understanding of multi‑stakeholder management in complex enterprise environments, including engagement with C‑level and senior treasury stakeholders.

Experience running QBRs and executive business reviews, and conducting value and business analysis against customer financial targets.

Excellence in building relationships across cross‑functional, global teams (Product, Engineering, Solutions, Sales, Marketing, Legal).

Familiarity with Customer Success tooling (e.g. Salesforce, Gong, Gainsight) and analytics/BI tools (e.g. Pendo, Qlik Sense) is a plus.

Excellent interpersonal skills, with experience coaching and enabling peers; a highly self‑motivated individual who operates proactively and is driven to create impact and succeed.

WHO WE ARE:

Do Your Best Work

The opportunity to build in a fast‑paced start‑up environment with experienced industry leaders

A learning environment where you can dive deep into the latest technologies and make an impact. A professional development budget to support other modes of learning.

Thrive in an environment where no matter what race, ethnicity, gender, origin, or culture they identify with, every employee is a respected, valued, and empowered part of the team.

In‑office collaboration for moments that matter is important to our culture, and we give managers and teams the flexibility to decide which 10+ days a month they come in.

Bi‑weekly all‑company meeting - business updates and ask me anything style discussion with our Leadership Team

We come together for moments that matter which include team offsites, team bonding activities, happy hours and more!

Take Control of Your Finances

• Competitive salary, bonuses, and equity
• Competitive benefits that cover physical and mental healthcare, retirement, family forming, and family support
• Employee giving match
• Mobile phone stipend

Take Care of Yourself

• R&R days so you can rest and recharge
• Generous wellness reimbursement and weekly onsite & virtual programming
• Generous vacation policy - work with your manager to take time off when you need it
• Industry‑leading parental leave policies. Family planning benefits.
• Catered lunches, fully‑stocked kitchens with premium snacks/beverages, and plenty of fun events

Benefits listed above are for full‑time employees.

Ripple is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.

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