Customer Success

Ripple; New York (NY); On-site; USD 140,000 - 185,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Equity

Healthcare benefits

Generous vacation policy

Job summary

Ripple in New York, NY is seeking a Customer Success Senior Manager to drive revenue and enhance customer adoption of Ripple's solutions. The role involves deep engagement with customers, analyzing their needs, and facilitating upsell opportunities across Ripple's products.

The ideal candidate will have over 10 years in customer-facing roles within financial institutions or FinTech, with fluency in English and strong stakeholder management skills. Ripple offers competitive salaries, bonuses, and industry-leading benefits.

Qualifications

• 10+ years of experience in a customer-facing role at financial institutions or FinTech.
• Demonstrable understanding of complex environments.
• Experience in launching modern business solutions.

Responsibilities

• Develop a deep understanding of each customer's technical solutions and needs.
• Serve as an advisor with customers to enhance their experience.
• Lead initiatives alongside cross-functional teams to solve business issues.

Skills

Fluency in English

Stakeholder management

Interpersonal skills

Coaching others

Self-motivated

Job description

Please note this is for New York, NY, United States. You only need to apply to one location if there are multiple listed for the job.

Role Overview

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

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.

Qualifications

• 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.

Salary

NY Annual Base Salary Range: $140,000 — $185,000 USD

Benefits

Competitive salary, bonuses, and equity.

• Competitive benefits that cover physical and mental healthcare, retirement, family formation, and family support.
• Employee giving match.
• R&R days, 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.

Equal Opportunity Employer

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.