Drive revenue and product adoption by deepening customer relationships, scaling payments volume, implementing custody solutions, identifying upsell/cross-sell opportunities, performing financial/value analysis, and leading cross-functional initiatives to solve complex customer and operational challenges.
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:
The Customer Success Senior Manager plays a key role within in Ripple, driving revenue and product adoption across Ripple's customer base. The CSSM will focus on deepening customer relationships by scaling payments volume, implementing our custody solution and identifying cross selling opportunities for Ripple's other enterprise grade products.
WHAT YOU’LL DO:
- 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.
WHAT YOU'LL BRING:
- 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.
For positions that will be based in CA, 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.
CA Annual Base Salary Range
$155,000—$190,000 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.
Ripple San Francisco, California, USA Office
San Francisco, San Francisco, CA, United States, 94104
Similar Jobs
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
The Senior Customer Success Manager will oversee a portfolio of customers, ensuring they achieve desired business outcomes, foster product adoption, and create success stories with ServiceNow products.
Top Skills:
Ai-Powered ToolsServicenow Products
Artificial Intelligence • Healthtech • Logistics • Social Impact • Software • Telehealth
The Senior Customer Success Manager leads customer interactions, ensuring satisfaction, retention, and expansion. They collaborate cross-functionally, use data for recommendations, and drive revenue targets while advocating for customer needs within the company.
Legal Tech • Software • Generative AI
The role involves building data systems for Customer Success, designing health scores and playbooks, and collaborating with finance teams for metrics consistency.
Top Skills:
ChurnzeroGainsightHubspotLookerSalesforceSnowflakeSQLTotangoVitally
What you need to know about the San Francisco Tech Scene
San Francisco and the surrounding Bay Area attracts more startup funding than any other region in the world. Home to Stanford University and UC Berkeley, leading VC firms and several of the world’s most valuable companies, the Bay Area is the place to go for anyone looking to make it big in the tech industry. That said, San Francisco has a lot to offer beyond technology thanks to a thriving art and music scene, excellent food and a short drive to several of the country’s most beautiful recreational areas.
Key Facts About San Francisco Tech
- Number of Tech Workers: 365,500; 13.9% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Google, Apple, Salesforce, Meta
- Key Industries: Artificial intelligence, cloud computing, fintech, consumer technology, software
- Funding Landscape: $50.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Sequoia Capital, Andreessen Horowitz, Bessemer Venture Partners, Greylock Partners, Khosla Ventures, Kleiner Perkins
- Research Centers and Universities: Stanford University; University of California, Berkeley; University of San Francisco; Santa Clara University; Ames Research Center; Center for AI Safety; California Institute for Regenerative Medicine
