Ripple

2 months ago

Head of Customer Success & Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Own the full post-implementation customer experience for an enterprise FinTech SaaS business, spanning deep adoption, long-term advocacy, retention, renewals, and pricing stewardship. Lead Customer Success, Support, and Customer Education globally, driving measurable value through customer health, QBRs, and executive business reviews. Build AI-powered operating tooling and scale a customer reference program that supports pipeline growth and expansion-ready insights.

Location: Chicago

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Director level

Key Responsibilities

•Own gross revenue retention and protect/grow recurring revenue through early-warning systems, retention management, and renewal strategy.
•Lead adoption and customer value realization by defining success metrics, engagement benchmarks, and Customer Success programs aligned to CFO priorities.
•Oversee global Customer Support and Service Excellence, setting SLA and satisfaction benchmarks (CSAT, NPS, time-to-resolution) and improving proactive support with AI-augmented tooling.
•Define and own the AI and technology roadmap for CS, Support, and Education, including AI health scoring, AI-assisted workflows, and automation for QBR preparation.
•Build and manage a Customer Reference Programme end to end, maintaining a segmented reference panel and expanding advocacy through executive networks and thought leadership.

Pay and Benefits

Salary: USD 290,000 - 340,000 annually

Perks:Health InsuranceRetirementParental LeaveLearning BudgetRemote Work

Key Requirements

•10+ years leading customer-facing roles in B2B enterprise SaaS, including clear ownership of post-sale retention and revenue outcomes.
•Proven track record defending GRR metrics at scale and managing complex enterprise renewals.
•Ability to build and scale product adoption programs with measurable links between feature engagement and commercial results.
•Strong partnership experience with Sales on customer-led growth motions, turning CS insights into pipeline and advocacy into revenue.
•Hands-on experience deploying AI and automation tools in CS/Support, including customer health platforms, AI-assisted workflows, and deflection/self-serve capabilities.

Experience:10+ yearsB2B SaaSEnterprise softwareFinTechERPTreasuryGRCFinancial technology

Skills:Customer obsessionCommercial leadershipAI literacyData-driven decision-makingExecutive communication

Languages:EnglishSpanishFrenchGerman

Tech Stack:AILLM-based summarisationPredictive health scoringAI-assisted case resolutionDeflection toolsQBRsNPS

Company Brief

Ripple

Website

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Ripple

2 months ago

Head of Customer Success & Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: Chicago

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Director level

Key Responsibilities

•Own gross revenue retention and protect/grow recurring revenue through early-warning systems, retention management, and renewal strategy.
•Lead adoption and customer value realization by defining success metrics, engagement benchmarks, and Customer Success programs aligned to CFO priorities.
•Oversee global Customer Support and Service Excellence, setting SLA and satisfaction benchmarks (CSAT, NPS, time-to-resolution) and improving proactive support with AI-augmented tooling.
•Define and own the AI and technology roadmap for CS, Support, and Education, including AI health scoring, AI-assisted workflows, and automation for QBR preparation.
•Build and manage a Customer Reference Programme end to end, maintaining a segmented reference panel and expanding advocacy through executive networks and thought leadership.

Pay and Benefits

Salary: USD 290,000 - 340,000 annually

Perks:Health InsuranceRetirementParental LeaveLearning BudgetRemote Work

Key Requirements

•10+ years leading customer-facing roles in B2B enterprise SaaS, including clear ownership of post-sale retention and revenue outcomes.
•Proven track record defending GRR metrics at scale and managing complex enterprise renewals.
•Ability to build and scale product adoption programs with measurable links between feature engagement and commercial results.
•Strong partnership experience with Sales on customer-led growth motions, turning CS insights into pipeline and advocacy into revenue.
•Hands-on experience deploying AI and automation tools in CS/Support, including customer health platforms, AI-assisted workflows, and deflection/self-serve capabilities.

Experience:10+ yearsB2B SaaSEnterprise softwareFinTechERPTreasuryGRCFinancial technology

Skills:Customer obsessionCommercial leadershipAI literacyData-driven decision-makingExecutive communication

Languages:EnglishSpanishFrenchGerman

Tech Stack:AILLM-based summarisationPredictive health scoringAI-assisted case resolutionDeflection toolsQBRsNPS

Company Brief

Ripple

Website