Strategic Customer Success Manager

Are you an experienced customer success professional with a passion for fostering meaningful relationships with enterprise clients? Do you thrive at the intersection of technology, financial services, and strategic consulting? Are you ready to play a pivotal role in driving adoption and success for a cutting-edge platform reshaping the investment management industry? If so, we invite you to be a part of our innovative team.As a Strategic Customer Success Manager, you will uphold a critical pillar of Ridgeline's Customer Success organization, ensuring investment management firms fully leverage all aspects of the Ridgeline cloud-native software platform during and following their initial implementation. You will draw on your exemplary customer service skills, investment management domain knowledge, and technology industry acumen to drive sustained user adoption, maximize customer value, and promote strong referenceability. Your previous experience with enterprise SaaS software, change management, KPI definitiontracking, sales and product partnership, and customer advocacy will play a critical part in your day-to-day work. A consultative approach, innovative mindset, and collaborative spirit will also be key as you make a meaningful impact on an industry primed for change. This role will report to the Head of Customer Success within Ridgeline's Customer Experience organization.What You'll DoEngage customer leaders to understand, design, deploy, and continuously improve business workflows across the full investment management lifecycleDrive user adoption and change management efforts as a trusted extension of our customers' teams from pre-implementation to post-go-livePromote stickiness and referenceability through the coordination of new feature implementation projects, trainingeducation programs, customer engagement initiatives, and NPSCSAT survey administration and follow-upsDevelop and apply expertise in the investment management domain and all aspects of Ridgeline's product and platformPartner with Ridgeline's products and engineering teams to resolve defects, recommend and prioritize new feature development, and translate customer enhancement requests into actionable requirements documentationDrive renewals and retention, scope and commercialize cross-sellupsell opportunities, promote customer participation in conferences and events, and refer business to partner organizations as applicableFacilitate recurring customer calls, executive briefings, and on-off-site customer visitsProduce regular customer health and status reporting and maintain exemplary Salesforce CRM hygieneCollaborate with Ridgeline's Consulting, Customer Support, Operations, Education, and Alliances teams to iteratively build a scalable, profitable CS businessThink creatively, own problems, seek solutions, and communicate clearly along the wayContribute to a collaborative environment deeply rooted in learning, teaching, and transparencyProvide mentorship and coaching to peer consultants as the Customer Success organization continues to growExemplify Ridgeline's Core Values and Security First MindsetDomestic travel possible up to 25% depending on locationRequired Skills and ExperienceBachelor's degree in Business, Accounting, Finance, Economics, Information Technology, Computer Science, or a related field of study8+ years of experience in a professional services, technical account management, andor customer success organizationStrong knowledge of and interest in the financial markets and institutionalHNW investment lifecycle with demonstrated experience performing, implementing, andor servicing front, middle, andor 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 trainingExperience handling customer escalations with exemplary patience, poise and professionalismAbility to work independently, with general direction and nate curiosity and proven ability to learn new software technologies quicklyHighly organized with the ability to manage multiple concurrent priorities with a hands-on, pragmatic approachExcellent time management skills and ability to meet deadlines in an evolving, fast-paced start-up environmentExcellent interpersonal skills with proven ability to build and deepen relationships with internal and external customer stakeholders, including C-level contactsDemonstrated ability to communicate complex concepts clearly, concisely, and confidentlyFamiliarity with Google Apps andor the MS Office suite, including strong SheetsExcel and SlidesPowerpoint proficiencySerious interest in having fun at workNice-to-HavesSoftware or Financial Services consulting experience, especially in the enterprise SaaS or investment systems transformation spaceUnderstanding of Agile principles and software development lifecyclesExperience coaching customers around tech stack, tooling, and workflowsComfortable working with Slack, Jira, Confluence, and professional servicescustomer success applications such as Salesforce, Kantata, and PendoBasic understanding of AWS, APIs, and public cloud infrastructureAbout RidgelineRidgeline was founded by Dave Duffield (co-founder and former CEO of both PeopleSoft and Workday) in late 2017 to develop enterprise software for the investment management industry. [For technical roles: We are building an end-to-end cloud platform on a modern infrastructure using AWS, serverless technologies, and working with modern frameworks.Headquartered in the Lake Tahoe Basin with an office in the heart of Manhattan, Ridgeline employees enjoy the best of both worlds: the tranquility of Lake Tahoe and the energy of the country's financial epicenter. Our unconditional commitment to our customers and each other creates an environment of respect, trust, and collaboration; we lift each other up in the pursuit of shared goals. If this people-first perspective is important to you, perhaps you're one of us.Ridgeline is proud to be a community-minded, discrimination-free equal opportunity workplace.Ridgeline processes the information you submit in connection with your application in accordance with the Ridgeline Applicant Privacy Statement. Please review the Ridgeline Applicant Privacy Statement in full to understand our privacy practices and contact us with any pensation and Benefits [For New York and California Based Only]The cash compensation amount for this role is targeted at $140,000-$190,000. Final compensation amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amount listed above. As an employee at Ridgeline, you'll have many opportunities for advancement in your career and can make a true impact on the addition to the base salary, 100% of Ridgeline employees can participate in our Company Stock Plan subject to the applicable Stock Option Agreement. We also offer rich benefits that reflect the kind of organization we want to be: one in which our employees feel valued and are inspired to bring their best selves to work. These include unlimited vacation, educational and wellness reimbursements, and $0 cost employee insurance plans. Please check out our Careers page for a more comprehensive overview of our perks and benefits.

Created: 2025-01-20