Strategic Customer Success Manager

Ridgeline is an innovative company focused on modernizing investment management through cutting-edge technology. The Strategic Customer Success Manager will build relationships with clients, guide them through onboarding, and drive product adoption while collaborating with various teams to ensure client satisfaction and success.

Responsibilities:

• 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

Requirements:

• 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
• Excellent communication skills with the ability to engage both executive stakeholders and end users
• 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
• An aptitude for problem solving
• Ability to communicate effectively
• Serious interest in having fun at work
• Experience working with investment management software platforms
• Familiarity with tools such as Salesforce, Pendo, Slack, Jira, Confluence, and Excel
• Basic understanding of APIs, AWS, or public cloud infrastructure
• Progress toward or completion of certifications such as CFA or CAIA
• Experience contributing to customer advocacy programs, events, or community initiatives