Customer Success Senior Manager

Ripple is transforming how value moves across the global financial system through innovative crypto solutions for financial institutions, businesses, governments and developers. The company combines cutting-edge technology with a mission to create economic fairness and opportunity worldwide, operating from a collaborative New York headquarters with a team of experienced industry leaders.

The Customer Success Senior Manager role sits at the center of revenue growth and product adoption strategy. You'll manage deep, strategic relationships with enterprise customers, driving increased payments volume, implementing custody solutions, and uncovering cross-sell opportunities across Ripple's suite of products. This position requires someone who can operate as both a trusted advisor and internal champion, bridging customer needs with Ripple's technical and business capabilities.

What you'll do

• Develop comprehensive understanding of each customer's technical infrastructure, organizational structure, decision-making processes and long-term business objectives

• Act as Ripple's advocate within customer organizations, helping them unlock the full potential of our platform and participate in developing innovative solutions

• Conduct financial and business analysis on key metrics including cost reduction, revenue growth and operational efficiency

• Identify and execute upsell and cross-sell opportunities by collaborating with Sales, Engineering, Technical Services, Product Marketing, Finance and Legal teams

• Lead cross-functional initiatives to solve complex, customer-specific business and operational challenges

• Gather market and customer feedback on Ripple's value proposition and share insights across the organization

• Champion process improvements within Ripple

What you'll bring

• Seven or more years in customer-facing roles at financial institutions, FinTech companies or crypto organizations

• Proven ability to manage multiple stakeholders in intricate business environments

• Track record developing and launching sophisticated technology solutions in B2B settings

• Strong cross-functional leadership skills and experience coaching teams toward ambitious goals

• Exceptional relationship-building abilities with demonstrated success in global, collaborative environments

• Self-directed approach with focus on driving measurable impact

• Fluent English (Spanish is a bonus)

What we offer

• Base salary of 128,800 to 151,000 USD annually, plus equity, bonuses and commissions

• Comprehensive health coverage (physical and mental), retirement, family planning and parental leave benefits

• Flexible office arrangement: collaborate in-person 10+ days monthly with your team

• Professional development budget, wellness reimbursement and weekly programming

• Generous vacation policy, R&R days, catered lunches and regular team offsites

• Employee giving match and mobile phone stipend

Full-time position based in New York, NY.