Senior Customer Success Manager

Hidden Road; Chicago (IL); On-site; USD 168,000 - 210,000; Full time

Benefits offered by this job

Competitive salary

Equity

Healthcare

Wellness reimbursement

Parental leave

Job summary

Ripple is seeking a Senior Customer Success Manager in Illinois to lead enterprise treasury solutions adoption and value realization. You will partner with CFOs, Treasurers, and finance leaders to optimize cash, liquidity, and payments, and guide customers through onboarding to strategic usage.

In this role you’ll collaborate with product, engineering, sales, and support to deliver measurable outcomes while navigating complex financial environments. Occasional travel may be required.

Qualifications

• 7+ years in customer success, account management, or enterprise software sales in fintech/enterprise SaaS.
• Deep treasury/finance operations knowledge (cash management, FX, liquidity, payments).
• Ability to engage with C-suite and senior finance stakeholders.
• Strong executive-level presentation and written communication skills.
• Proven project management and value-driven advisory track record.
• Data-driven approach to engagement health and outcomes.

Responsibilities

• Develop trusted advisor relationships with CFOs, Treasurers, and finance executives to drive product adoption.
• Guide customers from onboarding through long-term strategic use to achieve outcomes.
• Co-create Value Achievement & Success Plans with customers and define success metrics.
• Scale customer lifecycle engagements: kickoff, executive reviews, usage tracking, and engagement programs.
• Address inquiries, resolve obstacles, and identify opportunities to increase value.
• Establish regular touchpoints with treasury and finance teams to maintain engagement and collect feedback.
• Advocate for customers internally to enable successful implementation, expansion, and renewals.
• Collaborate with Product, Engineering, Sales, and Support to relay feedback and prioritise requests.

Skills

Relationship building

Executive communication

Project management

Data-driven tracking

Strategic planning

Education

Bachelor’s degree in Finance/Business

MBA or equivalent experience

Tools

CRM software

Data analytics tools

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:

As a Senior Customer Success Manager, you are a critical part of our customers’ adoption and ongoing satisfaction with Ripple’s treasury solutions. You will play a pivotal role in ensuring our enterprise treasury and finance customers achieve their desired outcomes (value realization) - from streamlining cash management and FX operations to optimizing liquidity and payment workflows. When customers are successful, Ripple benefits through increased retention, solution expansion, and advocacy.

As part of the Global Customer Success Team, you will help solve enterprise treasury teams’ most complex business challenges through strategic success planning and proactive engagement. You will align and demonstrate the value of Ripple Treasury solutions against customers’ financial objectives to deliver measurable business outcomes. This includes managing the end-to-end customer lifecycle - adoption and growth, health, and retention - in close partnership with your Account Manager.

You are a trusted advisor who proactively engages with senior finance and treasury stakeholders to identify and recommend ways to achieve additional value, ultimately developing your accounts into Ripple Treasury champions.

WHAT YOU’LL DO:

• Develop trusted advisor relationships with key customer stakeholders, including CFOs, Treasurers, and finance executives, to drive product adoption and ensure customers are leveraging Ripple Treasury solutions to achieve full business value.
• Be accountable for enabling enterprise treasury customers to achieve their desired outcomes, guiding them through critical milestones in their journey - from onboarding through long-term strategic use.
• Co-create Value Achievement & Success Plans with your customers to develop a deep understanding of their treasury operations, primary business outcomes, and tangible success metrics (e.g., cost reduction, liquidity optimization, payment efficiency).
• Develop, automate, and scale customer lifecycle engagements including kickoff/onboarding, executive business reviews, feature announcements, utilization tracking, and user engagement programs.
• Address customer inquiries, manage obstacles, and proactively identify ways to drive additional value across the treasury and finance organization.
• Establish regular touchpoints with treasury and finance teams to ensure customers are informed, remain engaged, and provide strategic feedback on product direction.
• Act as an internal advocate for customers, partnering with cross-functional teams to facilitate successful implementation, adoption, expansion, and renewals.
• Collaborate with Product, Engineering, Sales, and Support teams to relay customer feedback from enterprise treasury environments and ensure requests are resolved in a timely manner.

WHAT YOU'LL BRING:

• 7+ years of customer success, account management, or enterprise software sales experience, ideally within treasury management, financial technology (fintech), banking, or enterprise SaaS.
• Deep understanding of corporate treasury operations, including cash management, FX, liquidity management, and payment workflows; direct experience in treasury or finance roles is a strong plus.
• Ability to interact with enterprise customer teams at various levels - from treasury analysts and finance managers through CFOs and C-suite stakeholders - while navigating complex organizational dynamics and sensitive conversations.
• Strong executive presentation and communication skills, verbal and written.
• Proven project management skills with a track record of acting as a trusted advisor to drive measurable business value in enterprise financial environments.
• Highly data-driven with a disciplined approach to tracking engagement, health metrics, and customer outcomes across your portfolio.
• Intellectually curious with a passion for creative problem solving in complex financial contexts.
• Experience with digital assets, blockchain-based payments, or emerging fintech infrastructure is a plus but not required.
• Flexible approach, able to operate effectively with ambiguity and change in a fast-moving environment.
• Bachelor’s degree in Finance, Business, or a related field; MBA or equivalent experience a plus.
• Flexibility for occasional travel to customer sites and industry events.

For positions that will be based in IL, the annual salary range for this position is below. Actual salaries may vary based on numerous factors including, among other things, an individual applicant’s experience and qualifications for the position. This range does not include equity or additional compensation, such as bonuses or commissions.

IL Annual Base Salary Range

$168,000 - $210,000 USD

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.

Please find our UK/EU Applicant Privacy Notice and our California Applicant Privacy Notice for reference.