Strategic Customer Success Manager

Job not on LinkedIn

November 5

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

🎰 Nevada – Remote

Although this job is listed in Nevada, this company may be open to hiring remote in other states.

+1 more states

🏄 California – Remote 🎰 Nevada – Remote 🗽 New York – Remote

💵 $183k - $212k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

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Ridgeline

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Finance • SaaS • Fintech

Ridgeline is a company that offers a cloud-based platform designed for investment management firms. It provides solutions for client engagement, portfolio management, trading, compliance, accounting, and reporting, all integrated into a single AI-enabled platform. Ridgeline aims to enhance operational efficiency, digital transformation, and growth for its customers by consolidating multiple systems into one. The platform is known for its intuitive, scalable, and secure design that supports various financial operations and fosters better management of investor relationships. Ridgeline positions itself as a transformative tool for firms seeking to advance in a competitive industry landscape.

201 - 500 employees

Founded 2017

💸 Finance

☁️ SaaS

💳 Fintech

📋 Description

• 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 • Domestic travel possible up to 25% depending on location

🎯 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.

🏖️ Benefits

• unlimited vacation • educational reimbursements • wellness reimbursements • $0 cost employee insurance plans • participation in Company Stock Plan