Head of Customer Success & Support
Not Disclosed•Full-TimeOn-site
location_onMonroe Harbor, 400, East Monroe Street, Jewelers Row, Loop, Chicago, South Chicago Township, Cook County, Illinois, 60603, United States
About Ripple
At Ripple, we're building a world where value moves like information does today. It's big, it's bold, and we're already doing it. Through our crypto solutions for financial institutions, businesses, governments, and developers, we are improving the global financial system and creating greater economic fairness and opportunity for more people, in more places around the world. We get to do the best work of our career and grow our skills surrounded by colleagues who have our backs.
If you're ready to see your impact and unlock incredible career growth opportunities, join us, and build real world value.
Work location
Work model: On-site
Monroe Harbor, 400, East Monroe Street, Jewelers Row, Loop, Chicago, South Chicago Township, Cook County, Illinois, 60603, United States
Chicago, Illinois
Key Responsibilities
- check_circleDefine and manage the product adoption framework and customer success programmes
- check_circleDefine the AI and technology roadmap for Customer Success, Support, and Education
- check_circleServe as the voice of the customer to Product, Engineering, and leadership teams
- check_circleOwn gross revenue retention and lead annual renewal processes for enterprise accounts
- check_circleLead the Customer Reference Programme to drive sales acceleration and advocacy
- check_circleBuild, lead, and develop a globally distributed Customer Success and Support organization
- check_circleOversee global customer support operations and enforce SLA and satisfaction benchmarks
Requirements
- verified10+ years of progressive experience in customer-facing leadership roles within B2B enterprise SaaS
- verified3–5 years at the top table with clear ownership of post-sale revenue and retention
- verifiedExperience serving customers in the Office of the CFO, financial technology, ERP, FP&A, treasury, or GRC verticals
- verifiedProven ability to manage high-touch relationships with enterprise or Fortune 500 customers
- verifiedTrack record of building globally distributed teams
Nice to Have
Experience serving customers in the Office of the CFO, financial technology, ERP, FP&A, treasury, or GRC verticals.
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Frequently asked questions about Head of Customer Success & Support at Ripple
What does a Head of Customer Success & Support at Ripple do?expand_more
In this Head of Customer Success & Support at Ripple role, you will define and manage the product adoption framework and customer success programmes; define the ai and technology roadmap for customer success, support, and education; serve as the voice of the customer to product, engineering, and leadership teams; and own gross revenue retention and lead annual renewal processes for enterprise accounts.
What are the requirements for this Head of Customer Success & Support role?expand_more
Ripple is looking for candidates who meet the following requirements: 10+ years of progressive experience in customer-facing leadership roles within B2B enterprise SaaS; 3–5 years at the top table with clear ownership of post-sale revenue and retention; Experience serving customers in the Office of the CFO, financial technology, ERP, FP&A, treasury, or GRC verticals; Proven ability to manage high-touch relationships with enterprise or Fortune 500 customers; and Track record of building globally distributed teams.
Where is the Head of Customer Success & Support role at Ripple located?expand_more
Head of Customer Success & Support at Ripple is based in Monroe Harbor, 400, East Monroe Street, Jewelers Row, Loop, Chicago, South Chicago Township, Cook County, Illinois, 60603, United States. This is a on-site role.
Is this Head of Customer Success & Support job remote, hybrid, or on-site?expand_more
Ripple has listed this Head of Customer Success & Support role as on-site.
How much experience is required for this Head of Customer Success & Support role?expand_more
Head of Customer Success & Support at Ripple typically requires 10+ years of relevant experience at the executive level.
What skills do you need for the Head of Customer Success & Support role at Ripple?expand_more
Key skills for Head of Customer Success & Support at Ripple include Ai; Customer Success; Customer Support; Customer Education; Revenue Retention; Pricing; Product Adoption; and Customer Health Scoring.
What category does the Head of Customer Success & Support role belong to?expand_more
Head of Customer Success & Support at Ripple is part of the sales job category on Recrutus.