Strategic Customer Success Manager

Ridgeline

1d•Remote

About The Position

Are you an experienced customer success professional who thrives on building trusted relationships with sophisticated investment management clients? Do you enjoy partnering with enterprise stakeholders to drive product adoption, measurable outcomes, and long-term value? Are you excited to operate at the intersection of financial services, SaaS, and AI-powered technology while shaping strategic customer journeys? If so, we invite you to be a part of our innovative team. As a Strategic Customer Success Manager, you will own and grow relationships across a portfolio of mid-enterprise and large investment and wealth management firms. You will guide customers from onboarding through long-term maturity, accelerating time-to-value, driving adoption, and identifying opportunities for expansion. This role sits at the center of customer outcomes, partnering closely with Sales, Product, and Support to ensure alignment between client goals and platform capabilities. You will leverage cutting-edge technologies—including AI tools like ChatGPT, Glean, and Claude Code—along with platforms such as Salesforce and Pendo to surface insights, streamline workflows, and deliver proactive, high-impact customer engagement at scale. 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

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

Nice To Haves

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

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