Senior Customer Partner Success Manager

About the role

This role focuses on ensuring the success of financial institutions using Ripple's crypto solutions, specifically within the African market. The manager will develop a deep understanding of each customer's technical setup, internal processes, and aspirations to act as a trusted advisor and advocate for Ripple. A key aspect is enabling customers to fully utilize Ripple's potential and participate in developing new solutions, ultimately improving the global financial system.

Responsibilities include developing strategic account plans, managing contract renewals, and identifying cross-sell opportunities. The manager will lead customer-facing delivery for both business and technical workstreams, collaborating closely with Ripple's Customer and Partner Engineering team. This position also serves as the voice of the customer within Ripple, ensuring feedback is disseminated and acted upon by various internal functions.

Success in this position requires strong collaboration across diverse internal teams, including Product, Sales, and Legal, as well as with customer project and business teams. The ideal candidate will be highly self-motivated and proactive, thriving in a remote, fast-paced environment. The goal is to improve economic fairness and opportunity globally by leveraging crypto solutions for financial institutions.

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

Skills that matter here

• customer success: This role is centered on driving customer success by understanding their needs, advocating for Ripple's solutions, and managing account growth.
• financial services: The position requires experience working with financial institutions, understanding their operations, and integrating crypto solutions into their existing frameworks.
• web3: A solid understanding of web3 concepts is necessary to effectively advise customers on Ripple's crypto solutions and their potential.
• blockchain: The role demands a strong grasp of blockchain technology to explain its benefits and applications to financial institution clients.
• crypto: Expertise in crypto markets and digital asset custody models is essential for guiding customers in adopting Ripple's offerings.

Who this role suits

• A person with over a decade of experience in customer-facing roles within financial institutions or FinTech/crypto organizations.
• Someone who excels at building and managing relationships across diverse, global teams and can coach others effectively.
• An individual with a deep understanding of blockchain, crypto markets, and cross-border payments infrastructure.
• A self-motivated and proactive professional 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.