Customer Success Manager

THE WORK:

The Customer Success Manager plays a key role in driving revenue, product adoption and retention across the Ripple Treasury customer base in EMEA. Acting as a trusted advisor to Heads of Treasury, Finance leaders and CFOs, the CSM will own a portfolio of strategic enterprise accounts — deepening relationships, accelerating adoption of Ripple Treasury's cash, liquidity, forecasting, payments, netting, reconciliation capabilities, and supporting expansion and renewal opportunities across Ripple's product suite

WHAT YOU’LL DO:

Own a portfolio of strategic enterprise treasury accounts across EMEA, with responsibility for adoption, retention, satisfaction and growth outcomes.

Develop a deep understanding of each customer's treasury organisation, technical landscape, internal decision-making, aspirations and needs — mapping their workflows to measurable success outcomes on the Ripple Treasury platform.

Build trusted, senior-level relationships with Heads of Treasury, Finance leaders and CFOs, serving as an advisor and Ripple advocate.

Run QBRs and executive-level success reviews; conduct financial, business and value analysis tied to customer targets such as cost reduction, forecasting accuracy and operational efficiency.

Own the commercial health of your portfolio: maintain an early-warning view of churn risk (health scores, usage decline, escalations, sentiment), flag at-risk accounts to AM/RM with a documented save plan, and build account strategies that identify and progress renewal, upsell and cross-sell opportunities through to deal execution.

Champion the innovation and product agenda across your book of business, turning each release into measurable customer adoption.

Drive customer references and advocacy across the portfolio, building a pipeline of referenceable accounts and advocacy assets (case studies, testimonials, event speakers…) in partnership with Marketing.

Lead and support customer events across the EMEA region, driving engagement and community-building within your book of business.

Resolve complex product and operational issues by partnering with Support, Engineering and Technical Services, and by leading deep root-cause analysis where required.

Represent the voice of the customer across Ripple; collect and communicate customer feedback to Product, Engineering and GTM to shape the roadmap.

Maintain admin and operational excellence across your book of business, keeping account data and response SLAs at a consistently high standard.

Contribute to scalable Customer Success processes, playbooks and enablement resources, and mentor newer team members through knowledge-sharing and peer onboarding.

Identify and champion internal process improvements.

WHAT YOU'LL BRING:

Fluency in English is required; German and/or French are a plus.

4+ years of experience in customer-facing roles within enterprise SaaS, FinTech or financial services, ideally in Customer Success or strategic account management.

Deep domain expertise in corporate treasury: cash and liquidity management, cash flow forecasting, netting, payments and settlement, bank connectivity… — hands-on practitioner experience in a corporate treasury function is a strong plus.

Direct experience with Treasury Management Systems (e.g. Ripple Treasury, Kyriba, IT2, Quantum, or similar), as an implementer, power user or vendor-side advisor.

A track record of managing a portfolio of strategic enterprise accounts with meaningful ARR ownership, and of driving measurable adoption, retention and expansion outcomes.

Demonstrable understanding of multi-stakeholder management in complex enterprise environments, including engagement with C-level and senior treasury stakeholders.

Experience running QBRs and executive business reviews, and conducting value and business analysis against customer financial targets.

Excellence in building relationships across cross-functional, global teams (Product, Engineering, Solutions, Sales, Marketing, Legal).

Familiarity with Customer Success tooling (e.g. Salesforce, Gong, Gainsight) and analytics/BI tools (e.g. Pendo, Qlik Sense) is a plus.

Excellent interpersonal skills, with experience coaching and enabling peers; a highly self-motivated individual who operates proactively and is driven to create impact and succeed.