Senior Customer Success Manager – Growth Segment

This is a fully remote position, open to applicants in New York.

📋 Description

• Establish and nurture trusted relationships with clients in investment and wealth management to enhance product adoption, satisfaction, and foster long-term partnerships.

• Assist customers in navigating pre-implementation readiness and the coordination of onboarding processes.

• Formulate and implement account strategies that align with the business objectives of customers.

• Promote product adoption and empower users through training sessions, workshops, and strategic guidance.

• Identify and pursue upsell and cross-sell opportunities, as well as enhance platform utilization.

• Oversee renewal cycles and develop retention strategies.

• Collaborate with Sales, Product, Support, and Customer Experience teams to address issues and eliminate barriers to adoption.

• Convert customer feedback and requests for product enhancements into actionable insights for internal teams.

• Organize customer reference programs, case studies, and facilitate community engagement.

• Foster relationships with executives and end-users across customer organizations.

• Utilize data and AI-enabled tools to monitor customer health, analyze adoption trends, and address potential risks and opportunities.

• Contribute to scalable processes and promote continuous improvement within the Growth Segment.

• Work collaboratively with team members to share knowledge and enhance workflows.

• Take ownership of customer outcomes while demonstrating resilience and a growth-oriented mindset.

• Uphold Ridgeline’s Core Values and maintain a Security First Mindset.

• Be prepared to travel domestically up to 25% based on location.

⛳️ Requirements

• 2–4+ years of experience in Customer Success, SaaS account management, consulting/professional services, or other similar customer-facing positions.

• Familiarity with financial markets and the lifecycle of institutional/HNW investments.

• Experience with front-, middle-, and/or back-office workflows including CRM, portfolio management, trading, reconciliation, data management, reporting, or billing.

• Knowledge of institutional investment products and various types of securities.

• Proven track record in managing customer relationships and driving product adoption within a B2B SaaS context.

• Ability to engage both end-users and executive stakeholders effectively.

• Capability to juggle multiple priorities and customer engagements in a dynamic startup environment.

• Skill in interpreting usage data and converting insights into positive customer outcomes.

• Comfort with AI platforms and agentic workflows.

• Strong organizational abilities and meticulous attention to detail.

• Capacity to collaborate across functions with GTM, product, and CX teams.

• Eagerness to learn innovative technologies and build domain expertise.

• Aptitude for problem-solving.

• Excellent communication skills.

• Genuine interest in enjoying work and creating a fun environment.

• Must have authorization to work in the United States without employer sponsorship.

🏝️ Benefits

• Participation in the Company Stock Plan, subject to the applicable Stock Option Agreement.

• Unlimited vacation policy.

• Educational reimbursement opportunities.

• Wellness reimbursement program.

• $0 cost employee insurance plans.

• Opportunities for career advancement.