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About the Role

The Customer Success Manager will drive revenue, product adoption, and retention for Ripple Treasury customers in EMEA. This role involves acting as a trusted advisor to senior finance leaders, managing a portfolio of enterprise accounts, and accelerating the adoption of Ripple Treasury's capabilities.

Responsibilities

Own a portfolio of strategic enterprise treasury accounts across EMEA, responsible for adoption, retention, satisfaction, and growth.
Develop a deep understanding of each customer's treasury organization, technical landscape, decision-making processes, aspirations, and needs.
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, conducting financial, business, and value analysis tied to customer targets.
Own the commercial health of the portfolio, identifying churn risk and developing save plans for at-risk accounts.
Build account strategies to identify and progress renewal, upsell, and cross-sell opportunities.
Champion product innovation and drive customer adoption of new releases.
Drive customer references and advocacy, building a pipeline of referenceable accounts and advocacy assets.
Lead and support customer events across the EMEA region.
Resolve complex product and operational issues by partnering with Support, Engineering, and Technical Services.
Represent the voice of the customer across Ripple, communicating feedback to Product, Engineering, and GTM teams.
Maintain administrative and operational excellence, ensuring high standards for account data and response SLAs.
Contribute to scalable Customer Success processes, playbooks, and enablement resources.
Mentor newer team members through knowledge-sharing and peer onboarding.
Identify and champion internal process improvements.

Requirements

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.
Proven ability to drive 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.
Experience 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.

Skills

Customer Success
Account Management
Enterprise SaaS
FinTech
Financial Services
Corporate Treasury
Cash Management
Liquidity Management
Cash Flow Forecasting
Netting
Payments
Settlement
Bank Connectivity
Treasury Management Systems (TMS)
Relationship Building
Cross-functional Collaboration
Salesforce
Gong
Gainsight
Pendo
Qlik Sense

Location

EMEA

Work Type

Hybrid

Experience Level

4+ years

Benefits

Professional development budget
Competitive salary, bonuses, and equity
Competitive benefits covering physical and mental healthcare, retirement, family forming, and family support
Employee giving match
Mobile phone stipend
R&R days
Generous wellness reimbursement and weekly onsite & virtual programming
Generous vacation policy
Industry-leading parental leave policies
Family planning benefits
Catered lunches
Fully-stocked kitchens with premium snacks/beverages
Plenty of fun events

About the Company

Ripple is building a world where value moves like information does today, improving the global financial system and creating greater economic fairness and opportunity.
The company offers the opportunity to build in a fast-paced start-up environment with experienced industry leaders.
Ripple provides a learning environment with opportunities to dive deep into the latest technologies and make an impact.
The company fosters an environment where every employee is respected, valued, and empowered.
In-office collaboration for important moments is part of the culture, with flexibility for managers and teams to decide on in-office days.
There are bi-weekly all-company meetings with business updates and Q&A sessions with the Leadership Team.
The company organizes team offsites, team bonding activities, happy hours, and other events.

Equal Opportunity

Ripple is an Equal Opportunity Employer.
We’re committed to building a diverse and inclusive team.
We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.