Head of Customer Success

Job title: Head of Customer Success

About the Role As Head of Customer Success at Ripple Treasury, you will own the full post-implementation customer experience — from go-live through deep adoption and long-term advocacy — for a global, enterprise customer base where relationships are complex, stakes are high, and expectations are demanding. This is a seat on the Leadership Team and a pivotal role in driving how we retain, grow, and scale with our customers. You’ll lead Customer Success, Support, and Customer Education, building the systems, talent, and AI-powered tooling required to deliver measurable, repeatable value at scale.

What You'll Do

• Own the post-implementation customer experience for Ripple Treasury’s global enterprise customers, from go-live to deep adoption and ongoing advocacy.
• Lead Customer Success, Support, and Customer Education, building scalable processes, teams, and AI-powered tooling to deliver measurable, repeatable value at scale.
• Protect and grow recurring revenue through disciplined retention management, pricing stewardship, and driving product adoption.
• Build and lead an adoption engine where value realization drives expansion.
• Partner with Sales as the voice of the customer; set the standard for enterprise FinTech customer experience.
• Own Ripple Treasury’s Customer Reference Programme — develop a diverse, active panel of reference customers to accelerate deals and reduce risk.
• Collaborate with cross-functional teams across global regions (US/Canada, Europe, APAC) to improve CX and GTM execution.

What We're Looking For

• Proven leadership in customer success or related function within enterprise software/FinTech; ability to manage complex, high-stakes relationships and deliver measurable value.
• Track record of protecting and growing recurring revenue via retention and expansion strategies; drive product adoption.
• Experience building scalable adoption engines, processes, and teams; ability to implement AI-powered tooling.
• Strong cross-functional partnership with Sales, Product, and Finance; effective at representing the voice of the customer at the leadership level.
• Experience owning customer reference programs and developing reference panels with senior executives.
• Global perspective with ability to operate across North America, Europe, and APAC markets.
• Excellent communication and leadership presence; comfortable in a leadership-team role.

Compensation & Benefits

• Not specified in the posting; Ripple Treasury is described as a high-growth, $100M ARR SaaS business delivering mission-critical solutions for the Office of the CFO.