THE WORK:

The Customer Success Manager plays a key role in driving revenue, product adoption and retention across the Ripple Treasury customer base in EMEA. Acting as a trusted advisor to Heads of Treasury, Finance leaders and CFOs, the CSM will own a portfolio of strategic enterprise accounts — deepening relationships, accelerating adoption of Ripple Treasury's cash, liquidity, forecasting, payments, netting, reconciliation capabilities, and supporting expansion and renewal opportunities across Ripple's product suite

WHAT YOU’LL DO:

• Own a portfolio of strategic enterprise treasury accounts across EMEA, with responsibility for adoption, retention, satisfaction and growth outcomes.
• Develop a deep understanding of each customer's treasury organisation, technical landscape, internal decision-making, aspirations and needs — mapping their workflows to measurable success outcomes on the Ripple Treasury platform.
• 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; conduct financial, business and value analysis tied to customer targets such as cost reduction, forecasting accuracy and operational efficiency.
• Own the commercial health of your portfolio: maintain an early-warning view of churn risk (health scores, usage decline, escalations, sentiment), flag at-risk accounts to AM/RM with a documented save plan, and build account strategies that identify and progress renewal, upsell and cross-sell opportunities through to deal execution.
• Champion the innovation and product agenda across your book of business, turning each release into measurable customer adoption.
• Drive customer references and advocacy across the portfolio, building a pipeline of referenceable accounts and advocacy assets (case studies, testimonials, event speakers…) in partnership with Marketing.
• Lead and support customer events across the EMEA region, driving engagement and community-building within your book of business.
• Resolve complex product and operational issues by partnering with Support, Engineering and Technical Services, and by leading deep root-cause analysis where required.
• Represent the voice of the customer across Ripple; collect and communicate customer feedback to Product, Engineering and GTM to shape the roadmap.
• Maintain admin and operational excellence across your book of business, keeping account data and response SLAs at a consistently high standard.
• Contribute to scalable Customer Success processes, playbooks and enablement resources, and mentor newer team members through knowledge-sharing and peer onboarding.
• Identify and champion internal process improvements.

WHAT YOU'LL BRING: 

• 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, and of driving 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, and 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.