Strategic Customer Success Manager

Summary

Join Ridgeline as a Strategic Customer Success Manager and play a pivotal role in driving the adoption and success of our cutting-edge investment management platform. You will work with enterprise clients, leveraging your expertise in customer service, investment management, and technology to maximize customer value and promote strong referenceability. This role involves engaging with customer leaders, driving user adoption, and collaborating with internal teams. You will be responsible for managing customer relationships, handling escalations, and contributing to a collaborative environment. The position requires a Bachelor's degree, 8+ years of relevant experience, and strong knowledge of the financial markets and investment lifecycle. Domestic travel up to 25% may be required.

Requirements

• Bachelor’s degree in Business, Accounting, Finance, Economics, Information Technology, Computer Science, or a related field of study
• 8+ years of experience in a professional services, technical account management, and/or customer success organization
• Strong knowledge of and interest in the financial markets and institutional/HNW investment lifecycle with demonstrated experience performing, implementing, and/or servicing front, middle, and/or back office workflows (e.g. CRM, portfolio management, trading, custodial reconciliation, data management, reporting)
• Practical understanding of common institutional investment products and security types (equities, funds, fixed income, structured products, derivatives, private assets, FX, etc.)
• Experience implementing scalable and repeatable business processes, educating customers on industry best practices, and delivering tailored user training
• Experience handling customer escalations with exemplary patience, poise and professionalism
• Ability to work independently, with general direction and guidance
• Innate curiosity and proven ability to learn new software technologies quickly
• Highly organized with the ability to manage multiple concurrent priorities with a hands-on, pragmatic approach
• Excellent time management skills and ability to meet deadlines in an evolving, fast-paced start-up environment
• Excellent interpersonal skills with proven ability to build and deepen relationships with internal and external customer stakeholders, including C-level contacts
• Demonstrated ability to communicate complex concepts clearly, concisely, and confidently
• Familiarity with Google Apps and/or the MS Office suite, including strong Sheets/Excel and Slides/Powerpoint proficiency
• Serious interest in having fun at work

Responsibilities

• Engage customer leaders to understand, design, deploy, and continuously improve business workflows across the full investment management lifecycle
• Drive user adoption and change management efforts as a trusted extension of our customers’ teams from pre-implementation to post-go-live
• Promote stickiness and referenceability through the coordination of new feature implementation projects, training/education programs, customer engagement initiatives, and NPS/CSAT survey administration and follow-ups
• Develop and apply expertise in the investment management domain and all aspects of Ridgeline’s product and platform
• Partner with Ridgeline’s products and engineering teams to resolve defects, recommend and prioritize new feature development, and translate customer enhancement requests into actionable requirements documentation
• Drive renewals and retention, scope and commercialize cross-sell/upsell opportunities, promote customer participation in conferences and events, and refer business to partner organizations as applicable
• Facilitate recurring customer calls, executive briefings, and on-/off-site customer visits
• Produce regular customer health and status reporting and maintain exemplary Salesforce CRM hygiene
• Collaborate with Ridgeline’s Consulting, Customer Support, Operations, Education, and Alliances teams to iteratively build a scalable, profitable CS business
• Think creatively, own problems, seek solutions, and communicate clearly along the way
• Contribute to a collaborative environment deeply rooted in learning, teaching, and transparency
• Provide mentorship and coaching to peer consultants as the Customer Success organization continues to grow
• Exemplify Ridgeline’s Core Values and Security First Mindset

Preferred Qualifications

• Software or Financial Services consulting experience, especially in the enterprise SaaS or investment systems transformation space
• Understanding of Agile principles and software development lifecycles
• Experience coaching customers around tech stack, tooling, and workflows
• Comfortable working with Slack, Jira, Confluence, and professional services/customer success applications such as Salesforce, Kantata, and Pendo
• Basic understanding of AWS, APIs, and public cloud infrastructure

Benefits

• 100% of Ridgeline employees can participate in our Company Stock Plan subject to the applicable Stock Option Agreement
• Unlimited vacation
• Educational and wellness reimbursements
• $0 cost employee insurance plans
• Domestic travel possible up to 25% depending on location