Senior Customer Success Manager

Apply for Senior Customer Success Manager at Ripple in Chicago, IL, US.

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.

• 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.

• 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…