Strategic Customer Success Manager

As a Strategic Customer Success Manager, you will uphold a critical pillar of Ridgeline’s Customer Success organization, ensuring investment management firms fully leverage all aspects of the Ridgeline cloud-native software platform during and following their initial implementation. You will draw on your exemplary customer service skills, investment management domain knowledge, and technology industry acumen to drive sustained user adoption, maximize customer value, and promote strong referenceability. 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. A consultative approach, innovative mindset, and collaborative spirit will also be key as you make a meaningful impact on an industry primed for change. This role will report to the Head of Customer Success within Ridgeline’s Customer Experience organization.

What You’ll Do

• Engage customer leaders to understand, design, deploy, and continuously improve business workflows across the full investment management lifecycle
• Drive user adoption and change management efforts as a trusted extension of our customers’ teams from pre-implementation to post-go-live
• Promote stickiness and referenceability through the coordination of new feature implementation projects, training/education programs, customer engagement initiatives, and NPS/CSAT survey administration and follow-ups
• Develop and apply expertise in the investment management domain and all aspects of Ridgeline’s product and platform
• Partner with Ridgeline’s products and engineering teams to resolve defects, recommend and prioritize new feature development, and translate customer enhancement requests into actionable requirements documentation
• Drive renewals and retention, scope and commercialize cross-sell/upsell opportunities, promote customer participation in conferences and events, and refer business to partner organizations as applicable
• Facilitate recurring customer calls, executive briefings, and on-/off-site customer visits
• Produce regular customer health and status reporting and maintain exemplary Salesforce CRM hygiene
• Collaborate with Ridgeline’s Consulting, Customer Support, Operations, Education, and Alliances teams to iteratively build a scalable, profitable CS business
• Think creatively, own problems, seek solutions, and communicate clearly along the way
• Contribute to a collaborative environment deeply rooted in learning, teaching, and transparency
• Provide mentorship and coaching to peer consultants as the Customer Success organization continues to grow
• Exemplify Ridgeline’s Core Values and Security First Mindset
• Domestic travel possible up to 25% depending on location

Required Skills and Experience

• Bachelor’s degree in Business, Accounting, Finance, Economics, Information Technology, Computer Science, or a related field of study
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