Senior Customer Partner Success Manager

About the role

This role focuses on ensuring the success of financial institution partners in Africa by deeply understanding their existing technical setups, internal processes, and strategic goals. The Senior Customer Partner Success Manager acts as a trusted advisor, helping customers leverage Ripple's crypto solutions to improve financial systems and participate in developing innovative solutions. This involves creating strategic account plans, managing renewals, and identifying opportunities for growth.

A key aspect of this position is leading the delivery of both business and technical workstreams for customers, collaborating closely with Ripple's Customer and Partner Engineering team. The manager will also serve as the internal voice of the customer, ensuring that feedback and insights from partners are shared across Ripple departments like Product, Sales, and Legal, and acted upon to improve offerings and services.

Success in this role means fostering strong collaboration across diverse internal Ripple teams and customer project teams. The ideal candidate will excel at building and maintaining relationships within global, cross-functional environments, proactively disseminating customer insights, and inspiring partners to achieve ambitious goals through Ripple's technology. The position requires a self-motivated individual comfortable in a remote, fast-paced setting.

The salary for this position ranges from $90,000 to $150,000 annually.

Skills that matter here

• customer success: This role is centered on driving customer success by understanding their needs, advocating for Ripple's solutions, and leading delivery of business and technical workstreams.
• financial services: The position requires experience in customer-facing roles within financial institutions, focusing on supporting financial partners in Africa.
• web3: The role involves working with crypto solutions for financial institutions, which are part of the broader web3 ecosystem.
• blockchain: A solid understanding of blockchain technology is required to advise customers on Ripple's crypto solutions and cross-border payments infrastructure.
• crypto: The manager will leverage expertise in crypto to help financial institutions redefine their infrastructure and create impactful solutions.

Who this role suits

• A person with 10+ years in customer-facing roles within financial services or FinTech, specifically with experience in or with African financial markets.
• Someone who can manage multiple stakeholders in complex environments and effectively build relationships across global, cross-functional teams.
• An individual with a strong grasp of blockchain, crypto markets, digital asset custody, and cross-border payments infrastructure.
• A highly self-motivated and proactive individual comfortable operating independently in a remote, fast-paced setting.

From the employer

• 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.
• Develop strategic account plans, manage contract renewals, identify and lead cross-sell opportunities.
• Lead all aspects of customer-facing delivery responsibilities for both business and technical work-streams in conjunction with Ripple’s Customer and Partner Engineering (CPE) team.
• Be the voice of Ripple’s customers within the Ripple organization, ensuring that feedback and insights gained are proactively disseminated, inculcated, and acted upon by Ripple.
• Drive strong collaboration across virtual execution teams composed of several Ripple functions (e.g., Product, CP, Sales, Business Development, Finance, Marketing, and Legal) and our customers’ project and business teams.

• 10+ years of experience in a customer facing role at financial institutions and/or a FinTech or crypto organization.
• Fluency in English, with French a bonus.
• Demonstrable understanding of multi-stakeholder management in complex environments.
• Solid understanding of blockchain technology, crypto markets, digital asset custody models and cross-border payments infrastructure.
• Experience working in or with African financial markets is highly preferred.
• 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, proactive, and comfortable operating in a remote, distributed, fast-paced environment.

• 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.
• 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.