Global Head of Customer Success & Support

Hidden Road; Chicago (IL); Hybrid; USD 290,000 - 340,000; Full time

Job summary

Ripple Treasury is seeking a Head of Customer Success to own the post-implementation experience for our global, enterprise customer base. You will lead Customer Success, Support, and Customer Education, shaping the adoption and value-delivery framework to protect and grow recurring revenue.

You will build a scalable, AI-powered operating model and a reference Programme that strengthens customer advocacy and long-term relationships with CFOs and finance teams across regions.

Qualifications

• 10+ years of progressive experience in customer-facing leadership roles within B2B enterprise SaaS.

Responsibilities

• Own gross revenue retention (GRR) as the primary commercial accountability of the role; build the operational rigor and executive relationships to protect and grow recurring revenue.
• Lead annual and in-cycle renewal processes for enterprise accounts with a clear commercial strategy reflecting value delivered.
• Price positioning: partner with Finance, Product, and Sales to ensure pricing reflects customer value and long-term retention dynamics.
• Develop and manage a tiered account coverage model matching resources to account risk and growth potential across the global portfolio.
• Maintain a real-time view of customer health, renewal risk, and commercial exposure across regions; report clearly to leadership.
• Define and own the adoption framework; drive structured customer success programs, health checks, and executive reviews to demonstrate value.

Job description

Ripple Treasury is seeking a Head of Customer Success to own the post-implementation experience for our global, enterprise customer base. You will lead Customer Success, Support, and Customer Education, shaping the adoption and value-delivery framework to protect and grow recurring revenue.

You will build a scalable, AI-powered operating model and a reference Programme that strengthens customer advocacy and long-term relationships with CFOs and finance teams across regions.