Strategic Customer Success Manager

Ridgeline; United States; Remote; USD 183,000 - 211,000; Full time

Job summary

A leading company in investment management is seeking a Strategic Customer Success Manager to enhance customer adoption and satisfaction. The ideal candidate will leverage their experience in enterprise SaaS and demonstrate a strong understanding of the investment management lifecycle. Responsibilities include engaging with clients, driving product adoption, and collaborating with internal teams to improve overall customer success.

Benefits

Unlimited vacation

Educational and wellness reimbursements

$0 cost employee insurance plans

Qualifications

• 8+ years in professional services or customer success roles.
• Strong knowledge of financial markets and investment lifecycle.
• Experience managing customer relationships and escalations.

Responsibilities

• Engage customer leaders to improve business workflows.
• Drive user adoption from pre-implementation to post-go-live.
• Produce customer health reports and maintain Salesforce hygiene.

Skills

Customer Service

Change Management

KPI Definition

Customer Advocacy

Interpersonal Skills

Education

Bachelor’s degree in Business, Accounting, Finance, Economics, Information Technology, Computer Science

Tools

Salesforce

Google Apps

MS Office

Job description

Are you an experienced customer success professional with a passion for fostering meaningful relationships with enterprise clients? Do you thrive at the intersection of technology, financial services, and strategic consulting? Are you ready to play a pivotal role in driving adoption and success for a cutting-edge platform reshaping the investment management industry? If so, we invite you to be a part of our innovative team.

As a Strategic Customer Success Manager, you will uphold a critical pillar of Ridgeline’s Customer Success organization, ensuring investment management firms fully leverage all aspects of the Ridgeline cloud-native software platform during and following their initial implementation. You will draw on your exemplary customer service skills, investment management domain knowledge, and technology industry acumen to drive sustained user adoption, maximize customer value, and promote strong referenceability. Your previous experience with enterprise SaaS software, change management, KPI definition/tracking, sales and product partnership, and customer advocacy will play a critical part in your day-to-day work. A consultative approach, innovative mindset, and collaborative spirit will also be key as you make a meaningful impact on an industry primed for change. This role will report to the Head of Customer Success within Ridgeline’s Customer Experience organization.

What You’ll Do

• Engage customer leaders to understand, design, deploy, and continuously improve business workflows across the full investment management lifecycle
• Drive user adoption and change management efforts as a trusted extension of our customers’ teams from pre-implementation to post-go-live
• Promote stickiness and referenceability through the coordination of new feature implementation projects, training/education programs, customer engagement initiatives, and NPS/CSAT survey administration and follow-ups
• Develop and apply expertise in the investment management domain and all aspects of Ridgeline’s product and platform
• Partner with Ridgeline’s products and engineering teams to resolve defects, recommend and prioritize new feature development, and translate customer enhancement requests into actionable requirements documentation
• Drive renewals and retention, scope and commercialize cross-sell/upsell opportunities, promote customer participation in conferences and events, and refer business to partner organizations as applicable
• Facilitate recurring customer calls, executive briefings, and on-/off-site customer visits
• Produce regular customer health and status reporting and maintain exemplary Salesforce CRM hygiene
• Collaborate with Ridgeline’s Consulting, Customer Support, Operations, Education, and Alliances teams to iteratively build a scalable, profitable CS business
• Think creatively, own problems, seek solutions, and communicate clearly along the way
• Contribute to a collaborative environment deeply rooted in learning, teaching, and transparency
• Provide mentorship and coaching to peer consultants as the Customer Success organization continues to grow
• Exemplify Ridgeline’s Core Values and Security First Mindset
• Domestic travel possible up to 25% depending on location

Required Skills and Experience

• Bachelor’s degree in Business, Accounting, Finance, Economics, Information Technology, Computer Science, or a related field of study
• 8+ years of experience in a professional services, technical account management, and/or customer success organization
• Strong knowledge of and interest in the financial markets and institutional/HNW investment lifecycle with demonstrated experience performing, implementing, and/or servicing front, middle, and/or back office workflows (e.g. CRM, portfolio management, trading, custodial reconciliation, data management, reporting)
• Practical understanding of common institutional investment products and security types (equities, funds, fixed income, structured products, derivatives, private assets, FX, etc.)
• Experience implementing scalable and repeatable business processes, educating customers on industry best practices, and delivering tailored user training
• Experience handling customer escalations with exemplary patience, poise and professionalism
• Ability to work independently, with general direction and guidance.
• Innate curiosity and proven ability to learn new software technologies quickly
• Highly organized with the ability to manage multiple concurrent priorities with a hands-on, pragmatic approach
• Excellent time management skills and ability to meet deadlines in an evolving, fast-paced start-up environment
• Excellent interpersonal skills with proven ability to build and deepen relationships with internal and external customer stakeholders, including C-level contacts
• Demonstrated ability to communicate complex concepts clearly, concisely, and confidently
• Familiarity with Google Apps and/or the MS Office suite, including strong Sheets/Excel and Slides/Powerpoint proficiency
• Serious interest in having fun at work

Nice-to-Haves

• Software or Financial Services consulting experience, especially in the enterprise SaaS or investment systems transformation space
• Understanding of Agile principles and software development lifecycles
• Experience coaching customers around tech stack, tooling, and workflows
• Comfortable working with Slack, Jira, Confluence, and professional services/customer success applications such as Salesforce, Kantata, and Pendo
• Basic understanding of AWS, APIs, and public cloud infrastructure

About Ridgeline

Ridgeline is the industry cloud platform for investment management. It was founded by visionary tech entrepreneur Dave Duffield (co-founder of both PeopleSoft and Workday) to apply his successful formula of solving operational business challenges with bold innovation and human connectivity to the unique needs of the investment management industry.

Ridgeline started with a clean sheet of paper and a deep bench of experts bound by a set of core values and motivated to revolutionize an industry underserved by its current tech offerings. We are building a new, modern platform in the public cloud, purpose-built for the investment management industry and we are prioritizing security, agility, and usability to empower business like never before.

With a growing campus in Reno and offices in New York, Lake Tahoe, and the Bay Area, Ridgeline is proud to have built a fast-growing, people-first company that has been recognized by Fast Company as a “Best Workplace for Innovators,” by The Software Report as a “Top 100 Software Company,” and by Forbes as one of “America’s Best Startup Employers.”

Ridgeline is proud to be a community-minded, discrimination-free equal opportunity workplace.

Ridgeline processes the information you submit in connection with your application in accordance with the Ridgeline Applicant Privacy Statement. Please review the Ridgeline Applicant Privacy Statement in full to understand our privacy practices and contact us with any questions.

Compensation and Benefits

The cash compensation amount for this role is targeted at $183,000 to $211,000 OTE. Final compensation amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amount listed above.

As an employee at Ridgeline, you’ll have many opportunities for advancement in your career and can make a true impact on the product.

In addition to the base salary, 100% of Ridgeline employees can participate in our Company Stock Plan subject to the applicable Stock Option Agreement. We also offer rich benefits that reflect the kind of organization we want to be: one in which our employees feel valued and are inspired to bring their best selves to work. These include unlimited vacation, educational and wellness reimbursements, and $0 cost employee insurance plans. Please check out our Careers page for a more comprehensive overview of our perks and benefits.

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