Senior Customer Success Manager

Ridgeline is an innovative fintech company focused on investment management technology. The Senior Customer Success Manager will support a portfolio of clients, drive product adoption, and ensure customer satisfaction while collaborating with various teams to enhance customer outcomes.

Responsibilities:

• Build trusted relationships with investment and wealth management clients to support product adoption, satisfaction, and long-term partnership
• Guide customers through pre-implementation readiness and onboarding coordination to ensure successful deployment and rapid realization of value
• Develop and execute account plans that align product capabilities with customer business objectives
• Drive product adoption and user enablement through training sessions, workshops, and strategic guidance
• Identify and drive opportunities for revenue expansion through upsell/cross-sell opportunities and increased platform utilization
• Manage renewal cycles and retention strategies while maintaining strong customer sentiment and engagement
• Partner closely with Sales, Product, Support, and other Customer Experience teams to resolve customer issues and remove adoption barriers
• Advocate for customer needs by translating feedback and product enhancement requests into actionable insights for internal teams
• Coordinate customer reference programs, case studies, and community participation to support Ridgeline’s broader go-to-market efforts
• Facilitate executive and end-user relationships across customer organizations to deepen strategic partnerships
• Leverage data and AI-enabled tools to monitor customer health, analyze adoption trends, and proactively address risks and opportunities
• Contribute to scalable processes and continuous improvement initiatives that enhance the Growth Segment’s ability to support a high-volume customer base
• Collaborate with teammates to share knowledge, improve workflows, and strengthen a transparent, supportive team culture
• Take ownership of customer outcomes while demonstrating resilience and a growth mindset in a dynamic startup environment
• Exemplify Ridgeline’s Core Values and Security First Mindset

Requirements:

• 2-4+ years of experience in Customer Success, SaaS account management, consulting/professional services, or similar customer-facing roles
• Working 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 environment
• Strong communication skills with the ability to engage both end users and executive stakeholders
• Demonstrated ability to manage multiple priorities and customer interactions in a fast-paced, hypergrowth-stage start-up environment
• Analytical mindset with the ability to interpret usage data and translate insights into customer outcomes
• Comfort leveraging modern tools and technologies—including AI platforms and agentic workflows—to enhance productivity and customer engagement
• Strong organizational skills and attention to detail when managing multiple accounts and initiatives
• Ability to collaborate cross-functionally with GTM, product, and CX teams
• Willingness to learn about cutting-edge technologies while cultivating expertise in a business domain or problem space
• An aptitude for problem solving
• Ability to communicate effectively
• Serious interest in having fun at work
• Experience working with or for investment management software providers
• Comfortable working with Excel, Slack, Jira, Confluence, and customer success applications such as Salesforce and Pendo
• Basic understanding of AWS, APIs, and public cloud infrastructure
• Progress toward or completion of certifications such as CFA or CAIA
• Experience contributing to customer community programs, events, or advocacy initiatives