Head of Customer Success & Support

Ripple
Chicago
Workplace: OnsiteFull timeUSD 290,000 - 340,000 annuallyFunction: Customer Success & Account ManagementExperience: 10+ yearsSkills: ["Customer obsession","Commercial leadership","AI literacy","Data-driven decision-making","Executive communication"]

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.

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FursaFursa
Ripple
Ripple
4 months ago

Head of Customer Success & Support

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Last checked: 3 hours 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
Builds blockchain-based payment and liquidity infrastructure for financial institutions and enterprises. Its products support cross-border payments, crypto liquidity, and digital asset settlement.
Industry: Fintech Infrastructure
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: San Francisco, United States
Founded: 2012
WebsiteLinkedIn