Senior Customer Success Manager

Are you an experienced customer success professional with a passion for fostering meaningful relationships with enterprise clients? Do you thrive at the intersection of technology, financial services, and strategic consulting? Are you ready to play a pivotal role in driving adoption and success for a cutting-edge, AI-powered platform reshaping the investment management industry? If so, we invite you to be a part of our innovative team. 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. The impact you will have: 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 Domestic travel possible up to 25% depending on location What we look for: 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 Bonus 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 About Ridgeline Ridgeline is the first front-to-back system of record for investment managers. Founded by visionary entrepreneur Dave Duffield (co-founder of both PeopleSoft and Workday), the company was created to modernize an industry held back by outdated, disconnected technology. Powered by a single, real-time data set and embedded AI, Ridgeline helps firms automate complexity, accelerate collaboration, and deliver tailored client experiences at scale, without added headcount or risk. Ridgeline is headquartered in Lake Tahoe, with offices in New York, Reno, and the Bay Area, and is recognized by Fast Company as a “Best Workplace for Innovators,” by Frost & Sullivan as a “Technology Innovation Leader,” and by The Software Report as a “Top 100 Software Company.” Ridgeline is proud to be a community-minded, discrimination-free equal opportunity workplace. Ridgeline processes the information you submit in connection with your application in accordance with the Ridgeline Applicant Privacy Statement . Please review the Ridgeline Applicant Privacy Statement in full to understand our privacy practices and contact us with any questions. Compensation and Benefits The typical starting compensation range for new hires in this role is listed below. In select locations (including, the San Francisco Bay Area, CA, and the New York City Metro Area), an alternate range may apply as specified below. The typical starting compensation range for this role is: $104,000 to $130,000 OTE The typical starting compensation range for this role in the select locations listed above is: $114,000 - $143,000 OTE Final compensation amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amount listed above. As an employee at Ridgeline, you’ll have many opportunities for advancement in your career and can make a true impact on the product. In addition to the base salary, Ridgeline employees can participate in our Company Stock Plan subject to the applicable Stock Option Agreement. We also offer rich benefits that reflect the kind of organization we want to be: one in which our employees feel valued and are inspired to bring their best selves to work. These include unlimited vacation, educational and wellness reimbursements, and $0 cost employee insurance plans. Please check out our Careers page for a more comprehensive overview of our perks and benefits.