Ripple is hiring a

Web3 Customer Success Manager

The Customer Success Manager (CSM) plays a key role within the Ripple organisation, by focusing on the successful management of customer relationships that utilise product and services on RippleNet. The CSM will focus on deepening customer relationships through proactive strategic customer management that will build strong lasting relationships. In turn this will drive key customer benefits (product experience and commercial benefits) as well as ensuring Ripple is achieving key profitability metrics.  

WHAT YOU WILL DO:

• Develop a deep understanding of each customer's organisation, culture, aspirations and needs to build highly impactful relationships with key executives and decision-makers - 
• Understand customer's specific needs and commercial targets which can be impacted by Ripple (e.g., market-share growth, cost reduction, risk reduction, revenue growth, margin protection, etc.)
• Develop strategic account plans focused on driving customer growth and expansion on RippleNet whilst ensuring maximum payment performance across the portfolio assigned.
• 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
• Become a thought-leader among customers, enabling them to better exploit the potential of Ripple and participate in the development of new and ground-breaking applications
• Be the voice of Ripple’s customers within the Ripple organsation, 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, CPEs, Sales, Business Development, Finance, Marketing, and Legal) and our customers’ project and business teams.
• Partner with RippleX to explore alternative use cases that could be of interest to customers such as stablecoin adoption, CBDCs, NFTs and other XRPL projects etc. 

WHAT YOU’LL BRING

• Proven experience working with small-medium sized enterprise customers on the adoption of new technology and/or transformational business changes. 
• Prior experience working for a FinTech or start-up/disruptor organisation preferred
• Knowledge of payment industry data standards (e.g., ISO20022, domestic ACH schemes, SWIFT, etc.)
• Excellent interpersonal skills, ability to consult and build strong customer relationships 
• Ability to work independently, drive results and contribute to key profitability metrics
• Experience in developing and launching modern, complex business solutions involving innovative technology and B2B relationships
• Excellence in building and maintaining relationships among cross-functional teams
• Out-of-the-box thinker, client advocate - a doer, not just a thinker