Build trusted relationships with investment and wealth management clients to drive adoption, satisfaction, and long-term partnership
Guide customers through onboarding and implementation readiness to accelerate time-to-value
Develop and execute strategic account plans aligned to client business objectives and measurable outcomes
Drive product adoption through training, enablement sessions, and ongoing strategic guidance
Identify and advance expansion opportunities through increased platform utilization and cross-functional alignment
Manage renewals and retention strategies while maintaining strong customer sentiment and engagement
Partner with Sales, Product, Support, and Customer Experience teams to resolve issues and remove adoption barriers
Advocate for customer needs by translating feedback into actionable insights for internal teams
Enable customer advocacy through references, case studies, and community engagement
Build executive and end-user relationships to deepen strategic alignment and long-term value
Leverage data and AI-enabled tools to monitor health, analyze trends, and proactively mitigate risk
Collaborate with teammates to share knowledge and continuously improve processes and workflows
Take ownership of customer outcomes while demonstrating resilience and a growth mindset
Exemplify Ridgeline’s core values and maintain a strong security-first mindset

8+ years of experience in Customer Success, SaaS account management, consulting, or similar client-facing roles
Strong understanding of financial markets and the institutional or HNW investment lifecycle across front, middle, or back office workflows
Familiarity with investment products including equities, fixed income, derivatives, funds, private assets, and FX
Proven ability to manage enterprise customer relationships and drive product adoption in a B2B SaaS environment
Demonstrated ability to manage multiple priorities in a fast-paced, high-growth environment
Analytical mindset with the ability to translate data into actionable customer strategies
Comfort leveraging modern tools and AI-driven workflows to enhance productivity and outcomes
Strong organizational skills and attention to detail across multiple accounts and initiatives
Ability to collaborate cross-functionally with go-to-market, product, and customer teams
Willingness to learn and apply emerging technologies within a business domain

Strategic Customer Success Manager

Key skills