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