Senior Customer Success Manager

Are you a customer-obsessed professional who enjoys helping investment managers unlock the full value of modern technology? Do you thrive in fast-paced environments where you can manage multiple relationships, drive product adoption, and influence outcomes that directly impact customer growth and satisfaction? Are you excited to work with innovative teams and leverage AI-assisted tools to deliver scalable, high-impact customer success in a rapidly growing and stably-backed fintech environment? If so, we invite you to be a part of our innovative team.As a Senior Customer Success Manager at Ridgeline, you will play a critical role in supporting a portfolio of investment and wealth management customers within our Growth business segment. In this role, you will help customers accelerate time-to-value, deepen product adoption, and identify opportunities for growth while ensuring strong retention, referenceability, and satisfaction. Working within a collaborative team-based coverage model, you will own higher volumes of accounts and interactions by leveraging cutting-edge technologies—including AI tools like ChatGPT, Glean, and Claude Code—as well as leading CS platforms such as Salesforce and Pendo to streamline workflows, proactively surface insights, and deliver scalable yet context-aware customer outcomes.At Ridgeline, how we work matters as much as what we build. Ridgeliners act like owners, choose growth over comfort, and communicate with transparency. We assume positive intent, bias toward action, and bring solutions—not just problems. We celebrate wins, learn from setbacks, and thrive in a resilient, collaborative, high-performing culture.If this excites you, we’d love to meet you.You must be work authorized in the United States without the need for employer sponsorship.The impact you will have:Build trusted relationships with investment and wealth management clients to support product adoption, satisfaction, and long-term partnershipGuide customers through pre-implementation readiness and onboarding coordination to ensure successful deployment and rapid realization of valueDevelop and execute account plans that align product capabilities with customer business objectivesDrive product adoption and user enablement through training sessions, workshops, and strategic guidanceIdentify and drive opportunities for revenue expansion through upsell/cross-sell opportunities and increased platform utilizationManage renewal cycles and retention strategies while maintaining strong customer sentiment and engagementPartner closely with Sales, Product, Support, and other Customer Experience teams to resolve customer issues and remove adoption barriersAdvocate for customer needs by translating feedback and product enhancement requests into actionable insights for internal teamsCoordinate customer reference programs, case studies, and community participation to support Ridgeline’s broader go-to-market effortsFacilitate executive and end-user relationships across customer organizations to deepen strategic partnershipsLeverage data and AI-enabled tools to monitor customer health, analyze adoption trends, and proactively address risks and opportunitiesContribute to scalable processes and continuous improvement initiatives that enhance the Growth Segment’s ability to support a high-volume customer baseCollaborate with teammates to share knowledge, improve workflows, and strengthen a transparent, supportive team cultureTake ownership of customer outcomes while demonstrating resilience and a growth mindset in a dynamic startup environmentExemplify Ridgeline’s Core Values and Security First MindsetDomestic travel possible up to 25% depending on locationWhat we look for:2-4+ years of experience in Customer Success, SaaS account management, consulting/professional services, or similar customer-facing rolesWorking knowledge of, and strong interest in, the financial markets and institutional/HNW investment lifecycle with demonstrated experience performing, implementing, and/or servicing front, middle, and/or back office workflows (e.g. CRM, portfolio management, trading, recon, data management, reporting, billing, etc.)Practical understanding of common institutional investment products and security types (equities, funds, fixed income, structured products, derivatives, private assets, FX, etc.)Experience managing customer relationships and driving product adoption in a B2B SaaS environmentStrong communication skills with the ability to engage both end users and executive stakeholdersDemonstrated ability to manage multiple priorities and customer interactions in a fast-paced, hypergrowth-stage start-up environmentAnalytical mindset with the ability to interpret usage data and translate insights into customer outcomesComfort leveraging modern tools and technologies—including AI platforms and agentic workflows—to enhance productivity and customer engagementStrong organizational skills and attention to detail when managing multiple acco