Customer Success Manager

The Customer Success Senior Manager plays a key role within the RippleNet organization. The CSSM will focus on deepening customer relationships by scaling their sending volume with existing connections, connecting to additional qualified receivers, and upselling / cross-selling new products and services.

**WHAT YOU'LL DO**
- Develop a deep understanding of each customer's current technical solutions, organization, internal decision-making, aspirations and needs in addition to identifying aspects of Ripple engagement and advocacy that need to be strengthened.
- Serve as an advisor/Ripple advocate among customers, enabling them to better exploit the potential of Ripple and participate in the development of new and ground-breaking products and services.
- Conduct financial, business and value analysis with the ability to understand and analyze key financial targets (e.g., cost reduction, revenue growth, etc.).
- Demonstrates a deep knowledge of customer success best practices in order to oversee and drive complex customer-facing delivery responsibilities for both business and technical workstreams.
- Navigate upsell challenges and promptly escalate when appropriate.
- Identify new business opportunities, develops account plans and QBRs, and communicate these across Ripple via Salesforce and channels.
- Lead hands-on, tactical task management to drive shared key initiatives, working with cross-functional stakeholders (Customer and Partner 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.
- Has the ability to operate with little/no direct help from manager.
- Collates customer feedback into themes and develops solutions based on it.

**WHAT WE'RE LOOKING FOR**
- Fluency in English as well as Spanish and Portuguese required
- 10+ years of experience in transaction banking, cash management, FX, payment processing, or a related field at a major financial institution in a customer-facing role.
- Preferably prior experience working for a FinTech or start-up organisation
- Experience working with payment industry data standards (e.g. in Banking (ISO20022, domestic ACH schemes, SWIFT)
- 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 maintaining relationships in cross-functional teams
- Excellent interpersonal skills and experience in coaching others. Ability to consult, motivate and inspire others to achieve challenging goals through leading by example
- You have interest and experience in championing and driving the development of software product features.
- Highly self-motivated individual who operates with a sense of urgency and is driven to create impact and succeed.

**WHAT WE OFFER**:

- The chance to work 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
- Competitive salary and equity
- Health plans for employees and dependents
- Industry-leading parental leave policies
- Meal allowance
- Generous wellness reimbursement program
- Employee giving donation match
- Training in our Headquarters in San Francisco, CA, USA
- Weekly company meeting - ask me anything style discussions with our Leadership Team

**WHO WE ARE**:
Ripple is doing for value what the internet did for information: enabling its instant and seamless flow around the world. We call this the Internet of Value (IoV). Using blockchain and cryptocurrency technology, Ripple is dedicated to creating powerful gains in financial efficiency, equity and inclusion. In addition, Ripple is developing and enabling the future use cases that will catalyze the new digital economy for governments, businesses and consumers.

Ripple has offices in San Francisco (HQ), New York, London, Mumbai, Singapore, São Paulo, Reykjavík, Washington D.C. and Dubai.
- 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 preference, 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._