Senior Customer Success Manager

Ridgeline•Reno, NV

23h•$104,000 - $143,000

About The Position

As a Senior Customer Success Manager, you will play a critical role in supporting a portfolio of mid-enterprise and larger investment and wealth management customers. 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. Your previous experience with enterprise SaaS software, change management, KPI definition/tracking, sales and product partnership, and customer advocacy will play a critical part in your day-to-day work. You will leverage 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.

Requirements

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

Nice To Haves

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

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
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