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Get Access To All Jobs<div class="content-intro"><p><span style="font-weight: 400;">At Ripple, we’re building a world where value moves like information does today. It’s big, it’s bold, and we’re already doing it. Through our crypto solutions for financial institutions, businesses, governments and developers, we are improving the global financial system and creating greater economic fairness and opportunity for more people, in more places around the world. And we get to do the best work of our career and grow our skills surrounded by colleagues who have our backs. </span></p>
<p><span style="font-weight: 400;">If you’re ready to see your impact and unlock incredible career growth opportunities, join us, and build real world value.</span></p></div><h1><strong>The Work</strong></h1>
<p>Ripple Treasury is a high-growth, $100M ARR SaaS business delivering mission-critical solutions for the Office of the CFO. Our adaptable, native digital platform serves the world’s most demanding finance organisations — enabling CFOs, Controllers, and Treasury teams to operate with greater speed, accuracy, and confidence; the “Clarity to Act”.</p>
<p>Our customers are large and enterprise-scale organisations, and we serve them through a fundamentally high-touch, relationship-driven model. We operate globally with significant presence across North America (US & Canada), Europe (London, Dublin, and Geneva), and Asia-Pacific (Singapore and Sydney). We are on a clear trajectory toward category leadership and are investing decisively in our customer experience and go-to-market capabilities to get there.</p>
<p>As Head of Customer Success, you will own the full post-implementation customer experience — from go live through to 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.</p>
<p>Your primary commercial mandate is the protection and growth of recurring revenue through disciplined retention management, pricing stewardship, and a deep commitment to driving product adoption. Where customers are getting maximum value from the platform, expansion naturally follows — and you will build the adoption engine that makes this a repeatable, measurable reality.</p>
<p>You will lead Customer Success, Support, and Customer Education, building the systems, talent, and AI-powered tooling required to deliver measurable, repeatable value at scale. You will be the voice of the customer in the leadership team, a trusted commercial partner to Sales, and the leader who sets the standard for what great customer experience looks like in enterprise FinTech.</p>
<p>Central to this role is the ownership of Ripple Treasury’s Customer Reference Programme. In enterprise software sales, references are not a courtesy — they are a commercial weapon. A well-prepared, enthusiastic reference from a peer CFO can accelerate a deal and eliminate competitive risk; a poor or unprepared one can destroy months of sales effort. Building a deep, diverse, and actively managed panel of reference customers is therefore a strategic priority for the business, and this role owns it end to end. The programme begins at implementation — identifying and nurturing potential advocates from the moment a customer goes live — and evolves throughout the customer lifetime into formal references, case studies, executive peer relationships, and public advocacy. Done well, the reference programme becomes one of Ripple Treasury’s most powerful go-to-market assets.</p>
<h1><strong>What you’ll do</strong></h1>
<h2><strong>Revenue Retention & Pricing Stewardship</strong></h2>
<ul>
<li>Own gross revenue retention (GRR) as the primary commercial accountability of the role — building the operational rigour, early-warning systems, and executive relationship depth to protect and grow the recurring revenue base.</li>
<li>Lead the annual and in-cycle renewal process for enterprise accounts, ensuring renewals are managed proactively, professionally, and with a clear commercial strategy that reflects the value delivered.</li>
<li>Act as a key voice in pricing decisions — partnering with Finance, Product, and Sales leadership to ensure price positioning is grounded in demonstrated customer value, market context, and long-term retention dynamics.</li>
<li>Develop and manage a tiered account coverage model that matches resource intensity to account risk, strategic importance, and growth potential across the global portfolio.</li>
<li>Maintain a real-time view of customer health, renewal risk, and commercial exposure across all regions, and report this clearly and confidently to the leadership.</li>
</ul>
<h2><strong>Product Adoption & Customer Value Realisation</strong></h2>
<ul>
<li>Define and own the adoption framework for the business — including feature activation milestones, user engagement benchmarks, and outcome-based success metrics aligned to CFO priorities.</li>
<li>Build structured Customer Success programmes — health check cadences, QBRs, and executive business reviews — that create a continuous conversation around value delivery and adoption progress.</li>
<li>Partner with Product to ensure the platform is intuitive, well-documented, and supported by in-app guidance, self-serve resources, and AI-assisted help that reduces friction and accelerates time-to-value.</li>
<li>Develop a Customer Education capability — including digital learning pathways, and power-user programmes — that embeds deep product knowledge within customer organisations.</li>
<li>Use adoption data to generate account-level intelligence that Sales can act on: identifying expansion-ready customers, surfacing whitespace opportunities, and flagging where new use cases are gaining traction.</li>
<li>Work closely with Sales and Marketing on the customer-led growth motion — ensuring CS insight feeds pipeline generation, case studies, and customer referral programmes.</li>
</ul>
<h2><strong>Customer Support & Service Excellence</strong></h2>
<ul>
<li>Oversee the global Customer Support organisation, ensuring consistent, high-quality service delivery across all geographies and time zones (US, Canada, UK, Ireland, Switzerland, Singapore, and Australia).</li>
<li>Set and hold the team accountable to SLA commitments and customer satisfaction benchmarks — including CSAT, NPS, and time-to-resolution — that reflect the high standards our enterprise customers expect.</li>
<li>Drive a shift toward intelligent, AI-augmented support — deploying deflection tools, predictive issue detection, and AI-assisted case resolution that reduce effort for customers and free the team to focus on complex, high-value interactions.</li>
<li>Ensure Support is positioned as a proactive function, not just a reactive one — flagging adoption gaps, product friction, and at-risk signals to CS and Product in real time.</li>
</ul>
<h2><strong>AI-Powered Tooling & Operating Model</strong></h2>
<ul>
<li>Define and own the AI and technology roadmap for the Customer organisation — selecting, deploying, and continuously improving the tools that underpin CS, Support, and Education workflows.</li>
<li>Champion the use of AI-driven customer health scoring that synthesises product usage data, support ticket patterns, engagement signals, and sentiment to provide a predictive, real-time view of each account.</li>
<li>Deploy AI-assisted tooling for CSMs and Support teams — including intelligent playbook recommendations, automated at-risk alerts, AI-drafted customer communications, and summarisation of account history — to increase capacity and consistency.</li>
<li>Use AI to scale the Quality Business Review process: automating data preparation, surfacing the most relevant insights per account, and enabling CSMs to spend more time on strategic conversation and less on slide preparation.</li>
<li>Leverage AI-powered self-serve and in-product guidance to accelerate adoption journeys — reducing dependency on human-led intervention for common tasks and feature discovery.</li>
<li>Build a culture of experimentation within the team — regularly testing new AI tools, measuring their impact on key metrics, and scaling what works across the global CS organisation.</li>
<li>Partner with the Chief Technology Officer and Chief Product Officer to ensure the AI tooling strategy for the Customer team is aligned with the broader platform and data architecture.</li>
</ul>
<h2><strong>Customer References & Advocacy</strong></h2>
<ul>
<li>Build and own a structured Customer Reference Programme that begins at implementation — identifying and nurturing potential reference customers from go-live, before they are ever needed by Sales, so that relationships are warm, stories are authentic, and references are given willingly rather than reluctantly.</li>
<li>Partner with the implementation and onboarding teams to embed reference-readiness into the customer journey from day one — setting expectations with new customers early, capturing initial success stories at go-live, and progressively building the relationship depth required for credible, high-quality references as the account matures.</li>
<li>Maintain a live, actively managed reference panel — segmented by industry, geography, use case, and customer size — that gives Sales the right reference for the right prospect at the right moment in every deal cycle. A generic reference is rarely as powerful as a matched one.</li>
<li>Protect reference customers with the same rigour as pipeline — monitoring their health, acting quickly when sentiment shifts, managing reference fatigue by rotating requests thoughtfully, and ensuring that every reference commitment is properly briefed, prepared, and followed up with appropriate recognition.</li>
<li>Work closely with Sales leadership to understand the deals where references are material to close — and escalate rapidly when a reference risk is identified. A single poor or unprepared reference in a competitive enterprise deal can be decisive; this function must be treated as a commercial priority, not an administrative one.</li>
<li>Expand advocacy beyond individual reference calls — building a programme that includes executive peer networks, customer advisory boards, co-authored thought leadership, conference speaking opportunities, and case studies that give willing customers meaningful ways to advocate publicly for Ripple Treasury in the CFO community.</li>
<li>Track reference programme health as a formal metric — including the size and quality of the active reference panel, reference request fulfilment rates, and the contribution of references and advocacy to Sales win rates — and report this to leadership alongside the core retention and adoption scorecard.</li>
</ul>
<h2><strong>Voice of Customer & Cross-Functional Partnership</strong></h2>
<ul>
<li>Serve as the definitive internal champion for the customer, synthesising feedback, usage trends, and renewal signals into actionable insight for Product, Engineering, Marketing, and leadership.</li>
<li>Establish robust VoC programmes — including NPS, QBRs, advisory councils, and win/loss analysis — that create a closed feedback loop from the frontline to the product roadmap and commercial strategy.</li>
<li>Partner closely with the Head of Sales to align on the commercial handoff from post-sale to Sales, ensuring expansion opportunities identified through adoption data are translated into qualified pipeline.</li>
<li>Represent the customer perspective in all leadership discussions.</li>
</ul>
<h2><strong>Team Leadership & Organisational Development</strong></h2>
<ul>
<li>Build, lead, and inspire a globally distributed customer-facing organisation across Customer Success and Support, with a culture that is accountable, data-driven, and genuinely customer-obsessed.</li>
<li>Develop a high-performance environment with clear career paths, coaching frameworks, and recognition programmes that attract and retain top talent across the US, Canada, UK, Ireland, Switzerland, Singapore, and Australia.</li>
<li>Drive AI literacy and adoption within the team — ensuring every CSM and Support professional is equipped and expected to use AI tools as a core part of their daily workflow, not an optional add-on.</li>
<li>Build the operational infrastructure — playbooks, KPI frameworks, health scoring, CS platforms, and reporting cadences — that makes the team scalable without losing the quality and personalisation that enterprise customers expect.</li>
</ul>
<h1><strong>What you’ll bring</strong></h1>
<h2><strong>Essential Experience</strong></h2>
<ul>
<li>10+ years of progressive experience in customer-facing leadership roles within B2B enterprise SaaS, with at least 3–5 years at the top table with clear ownership of post-sale revenue and retention.</li>
<li>Demonstrated track record of achieving and defending strong GRR metrics at scale — ideally in a $50M–$200M ARR SaaS business — with experience navigating complex enterprise renewal negotiations.</li>
<li>Proven experience building and scaling product adoption programmes that create a measurable link between feature engagement and commercial outcomes.</li>
<li>Deep experience partnering with Sales on customer-led growth motions — turning CS insight into pipeline and customer advocacy into revenue.</li>
<li>Hands-on experience deploying AI and automation tools within a CS or Support organisation — including customer health platforms, AI-assisted workflows, and self-serve/deflection tools.</li>
<li>Experience serving customers in the Office of the CFO, financial technology, ERP, FP&A, treasury, or GRC verticals is highly desirable — the ability to converse credibly with CFOs and finance leaders is essential.</li>
<li>Proven ability to manage high-touch relationships with enterprise or Fortune 500 customers, including executive sponsorship at C-Suite level across multiple geographies.</li>
<li>Track record of building globally distributed teams that operate cohesively across time zones, cultures, and regulatory environments.</li>
</ul>
<h2><strong>Leadership Attributes</strong></h2>
<ul>
<li>Customer obsessed — you hold a deeply held belief that customer outcomes and business outcomes are inseparable, and you bring this perspective to every internal decision.</li>
<li>Commercially grounded — you understand that retention, pricing, and adoption are interconnected levers, and you manage them with precision and strategic intent.</li>
<li>AI-forward — you are genuinely enthusiastic about the potential of AI to change how customer organisations operate, and you have the credibility and hands-on experience to lead this transformation.</li>
<li>Data-driven — you operate from insight, not instinct alone; you are comfortable with health scoring models, cohort analysis, adoption funnels, and leading vs lagging indicators.</li>
<li>Executive presence — you are credible, compelling, and confident in front of enterprise customer executives.</li>
<li>Builder’s mindset — you are energised by the opportunity to create structure, process, and capability in a business that is still scaling, and you know the difference between building for now and building for scale.</li>
<li>Collaborative and Sales-aligned — you see CS and Sales as one commercial team with different roles, and you invest in making the partnership between them a genuine competitive advantage.</li>
</ul>
<h2><strong>Preferred Background</strong></h2>
<ul>
<li>Experience in financial technology, ERP, FP&A, treasury, or GRC SaaS solutions.</li>
<li>Previous exposure to private equity or venture-backed high-growth environments.</li>
<li>Familiarity with market leading CS and CRM platforms.</li>
<li>Working knowledge of AI tools relevant to CS operations: LLM-based summarisation, predictive health scoring, AI-assisted communication, and in-product guidance platforms.</li>
<li>Multilingual capability or deep experience leading teams across English, Spanish, French, and German-speaking markets.</li>
</ul><div class="content-conclusion"><hr>
<p><strong>WHO WE ARE:</strong></p>
<p><span style="font-weight: 400;">Do Your Best Work</span></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">The opportunity to build in a fast-paced start-up environment with experienced industry leaders</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">A learning environment where you can dive deep into the latest technologies and make an impact. A professional development budget to support other modes of learning.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Thrive in an environment where no matter what race, ethnicity, gender, origin, or culture they identify with, every employee is a respected, valued, and empowered part of the team.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">In-office collaboration for moments that matter is important to our culture, and we give managers and teams the flexibility to decide which 10+ days a month they come in. </span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Bi-weekly all-company meeting - business updates and ask me anything style discussion with our Leadership Team</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">We come together for moments that matter which include team offsites, team bonding activities, happy hours and more!</span></li>
</ul>
<p><span style="font-weight: 400;">Take Control of Your Finances</span></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Competitive salary, bonuses, and equity</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Competitive benefits that cover physical and mental healthcare, retirement, family forming, and family support</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Employee giving match</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Mobile phone stipend</span></li>
</ul>
<p><span style="font-weight: 400;">Take Care of Yourself</span></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">R&R days so you can rest and recharge</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Generous wellness reimbursement and weekly onsite & virtual programming</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Generous vacation policy - work with your manager to take time off when you need it</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Industry-leading parental leave policies. Family planning benefits.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Catered lunches, fully-stocked kitchens with premium snacks/beverages, and plenty of fun events</span></li>
</ul>
<p><span style="font-weight: 400;"><em data-stringify-type="italic">Benefits listed above are for full-time employees. </em></span></p>
<hr>
<div><em>Ripple is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.</em></div>
<div> </div>
<div><em>Please find our <a href="https://ripple.com/legal/eu-privacy-notice/" target="_blank">UK/EU Applicant Privacy Notice </a>and our <a href="https://ripple.com/legal/ca-applicant-privacy-notice/" target="_blank">California Applicant Privacy Notice</a> for reference.</em></div>
<div><hr></div></div>
<div class="content-intro"><p><span style="font-weight: 400;">At Ripple, we’re building a world where value moves like information does today. It’s big, it’s bold, and we’re already doing it. Through our crypto solutions for financial institutions, businesses, governments and developers, we are improving the global financial system and creating greater economic fairness and opportunity for more people, in more places around the world. And we get to do the best work of our career and grow our skills surrounded by colleagues who have our backs. </span></p>
<p><span style="font-weight: 400;">If you’re ready to see your impact and unlock incredible career growth opportunities, join us, and build real world value.</span></p></div><h1><strong>The Work</strong></h1>
<p>Ripple Treasury is a high-growth, $100M ARR SaaS business delivering mission-critical solutions for the Office of the CFO. Our adaptable, native digital platform serves the world’s most demanding finance organisations — enabling CFOs, Controllers, and Treasury teams to operate with greater speed, accuracy, and confidence; the “Clarity to Act”.</p>
<p>Our customers are large and enterprise-scale organisations, and we serve them through a fundamentally high-touch, relationship-driven model. We operate globally with significant presence across North America (US & Canada), Europe (London, Dublin, and Geneva), and Asia-Pacific (Singapore and Sydney). We are on a clear trajectory toward category leadership and are investing decisively in our customer experience and go-to-market capabilities to get there.</p>
<p>As Head of Customer Success, you will own the full post-implementation customer experience — from go live through to 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.</p>
<p>Your primary commercial mandate is the protection and growth of recurring revenue through disciplined retention management, pricing stewardship, and a deep commitment to driving product adoption. Where customers are getting maximum value from the platform, expansion naturally follows — and you will build the adoption engine that makes this a repeatable, measurable reality.</p>
<p>You will lead Customer Success, Support, and Customer Education, building the systems, talent, and AI-powered tooling required to deliver measurable, repeatable value at scale. You will be the voice of the customer in the leadership team, a trusted commercial partner to Sales, and the leader who sets the standard for what great customer experience looks like in enterprise FinTech.</p>
<p>Central to this role is the ownership of Ripple Treasury’s Customer Reference Programme. In enterprise software sales, references are not a courtesy — they are a commercial weapon. A well-prepared, enthusiastic reference from a peer CFO can accelerate a deal and eliminate competitive risk; a poor or unprepared one can destroy months of sales effort. Building a deep, diverse, and actively managed panel of reference customers is therefore a strategic priority for the business, and this role owns it end to end. The programme begins at implementation — identifying and nurturing potential advocates from the moment a customer goes live — and evolves throughout the customer lifetime into formal references, case studies, executive peer relationships, and public advocacy. Done well, the reference programme becomes one of Ripple Treasury’s most powerful go-to-market assets.</p>
<h1><strong>What you’ll do</strong></h1>
<h2><strong>Revenue Retention & Pricing Stewardship</strong></h2>
<ul>
<li>Own gross revenue retention (GRR) as the primary commercial accountability of the role — building the operational rigour, early-warning systems, and executive relationship depth to protect and grow the recurring revenue base.</li>
<li>Lead the annual and in-cycle renewal process for enterprise accounts, ensuring renewals are managed proactively, professionally, and with a clear commercial strategy that reflects the value delivered.</li>
<li>Act as a key voice in pricing decisions — partnering with Finance, Product, and Sales leadership to ensure price positioning is grounded in demonstrated customer value, market context, and long-term retention dynamics.</li>
<li>Develop and manage a tiered account coverage model that matches resource intensity to account risk, strategic importance, and growth potential across the global portfolio.</li>
<li>Maintain a real-time view of customer health, renewal risk, and commercial exposure across all regions, and report this clearly and confidently to the leadership.</li>
</ul>
<h2><strong>Product Adoption & Customer Value Realisation</strong></h2>
<ul>
<li>Define and own the adoption framework for the business — including feature activation milestones, user engagement benchmarks, and outcome-based success metrics aligned to CFO priorities.</li>
<li>Build structured Customer Success programmes — health check cadences, QBRs, and executive business reviews — that create a continuous conversation around value delivery and adoption progress.</li>
<li>Partner with Product to ensure the platform is intuitive, well-documented, and supported by in-app guidance, self-serve resources, and AI-assisted help that reduces friction and accelerates time-to-value.</li>
<li>Develop a Customer Education capability — including digital learning pathways, and power-user programmes — that embeds deep product knowledge within customer organisations.</li>
<li>Use adoption data to generate account-level intelligence that Sales can act on: identifying expansion-ready customers, surfacing whitespace opportunities, and flagging where new use cases are gaining traction.</li>
<li>Work closely with Sales and Marketing on the customer-led growth motion — ensuring CS insight feeds pipeline generation, case studies, and customer referral programmes.</li>
</ul>
<h2><strong>Customer Support & Service Excellence</strong></h2>
<ul>
<li>Oversee the global Customer Support organisation, ensuring consistent, high-quality service delivery across all geographies and time zones (US, Canada, UK, Ireland, Switzerland, Singapore, and Australia).</li>
<li>Set and hold the team accountable to SLA commitments and customer satisfaction benchmarks — including CSAT, NPS, and time-to-resolution — that reflect the high standards our enterprise customers expect.</li>
<li>Drive a shift toward intelligent, AI-augmented support — deploying deflection tools, predictive issue detection, and AI-assisted case resolution that reduce effort for customers and free the team to focus on complex, high-value interactions.</li>
<li>Ensure Support is positioned as a proactive function, not just a reactive one — flagging adoption gaps, product friction, and at-risk signals to CS and Product in real time.</li>
</ul>
<h2><strong>AI-Powered Tooling & Operating Model</strong></h2>
<ul>
<li>Define and own the AI and technology roadmap for the Customer organisation — selecting, deploying, and continuously improving the tools that underpin CS, Support, and Education workflows.</li>
<li>Champion the use of AI-driven customer health scoring that synthesises product usage data, support ticket patterns, engagement signals, and sentiment to provide a predictive, real-time view of each account.</li>
<li>Deploy AI-assisted tooling for CSMs and Support teams — including intelligent playbook recommendations, automated at-risk alerts, AI-drafted customer communications, and summarisation of account history — to increase capacity and consistency.</li>
<li>Use AI to scale the Quality Business Review process: automating data preparation, surfacing the most relevant insights per account, and enabling CSMs to spend more time on strategic conversation and less on slide preparation.</li>
<li>Leverage AI-powered self-serve and in-product guidance to accelerate adoption journeys — reducing dependency on human-led intervention for common tasks and feature discovery.</li>
<li>Build a culture of experimentation within the team — regularly testing new AI tools, measuring their impact on key metrics, and scaling what works across the global CS organisation.</li>
<li>Partner with the Chief Technology Officer and Chief Product Officer to ensure the AI tooling strategy for the Customer team is aligned with the broader platform and data architecture.</li>
</ul>
<h2><strong>Customer References & Advocacy</strong></h2>
<ul>
<li>Build and own a structured Customer Reference Programme that begins at implementation — identifying and nurturing potential reference customers from go-live, before they are ever needed by Sales, so that relationships are warm, stories are authentic, and references are given willingly rather than reluctantly.</li>
<li>Partner with the implementation and onboarding teams to embed reference-readiness into the customer journey from day one — setting expectations with new customers early, capturing initial success stories at go-live, and progressively building the relationship depth required for credible, high-quality references as the account matures.</li>
<li>Maintain a live, actively managed reference panel — segmented by industry, geography, use case, and customer size — that gives Sales the right reference for the right prospect at the right moment in every deal cycle. A generic reference is rarely as powerful as a matched one.</li>
<li>Protect reference customers with the same rigour as pipeline — monitoring their health, acting quickly when sentiment shifts, managing reference fatigue by rotating requests thoughtfully, and ensuring that every reference commitment is properly briefed, prepared, and followed up with appropriate recognition.</li>
<li>Work closely with Sales leadership to understand the deals where references are material to close — and escalate rapidly when a reference risk is identified. A single poor or unprepared reference in a competitive enterprise deal can be decisive; this function must be treated as a commercial priority, not an administrative one.</li>
<li>Expand advocacy beyond individual reference calls — building a programme that includes executive peer networks, customer advisory boards, co-authored thought leadership, conference speaking opportunities, and case studies that give willing customers meaningful ways to advocate publicly for Ripple Treasury in the CFO community.</li>
<li>Track reference programme health as a formal metric — including the size and quality of the active reference panel, reference request fulfilment rates, and the contribution of references and advocacy to Sales win rates — and report this to leadership alongside the core retention and adoption scorecard.</li>
</ul>
<h2><strong>Voice of Customer & Cross-Functional Partnership</strong></h2>
<ul>
<li>Serve as the definitive internal champion for the customer, synthesising feedback, usage trends, and renewal signals into actionable insight for Product, Engineering, Marketing, and leadership.</li>
<li>Establish robust VoC programmes — including NPS, QBRs, advisory councils, and win/loss analysis — that create a closed feedback loop from the frontline to the product roadmap and commercial strategy.</li>
<li>Partner closely with the Head of Sales to align on the commercial handoff from post-sale to Sales, ensuring expansion opportunities identified through adoption data are translated into qualified pipeline.</li>
<li>Represent the customer perspective in all leadership discussions.</li>
</ul>
<h2><strong>Team Leadership & Organisational Development</strong></h2>
<ul>
<li>Build, lead, and inspire a globally distributed customer-facing organisation across Customer Success and Support, with a culture that is accountable, data-driven, and genuinely customer-obsessed.</li>
<li>Develop a high-performance environment with clear career paths, coaching frameworks, and recognition programmes that attract and retain top talent across the US, Canada, UK, Ireland, Switzerland, Singapore, and Australia.</li>
<li>Drive AI literacy and adoption within the team — ensuring every CSM and Support professional is equipped and expected to use AI tools as a core part of their daily workflow, not an optional add-on.</li>
<li>Build the operational infrastructure — playbooks, KPI frameworks, health scoring, CS platforms, and reporting cadences — that makes the team scalable without losing the quality and personalisation that enterprise customers expect.</li>
</ul>
<h1><strong>What you’ll bring</strong></h1>
<h2><strong>Essential Experience</strong></h2>
<ul>
<li>10+ years of progressive experience in customer-facing leadership roles within B2B enterprise SaaS, with at least 3–5 years at the top table with clear ownership of post-sale revenue and retention.</li>
<li>Demonstrated track record of achieving and defending strong GRR metrics at scale — ideally in a $50M–$200M ARR SaaS business — with experience navigating complex enterprise renewal negotiations.</li>
<li>Proven experience building and scaling product adoption programmes that create a measurable link between feature engagement and commercial outcomes.</li>
<li>Deep experience partnering with Sales on customer-led growth motions — turning CS insight into pipeline and customer advocacy into revenue.</li>
<li>Hands-on experience deploying AI and automation tools within a CS or Support organisation — including customer health platforms, AI-assisted workflows, and self-serve/deflection tools.</li>
<li>Experience serving customers in the Office of the CFO, financial technology, ERP, FP&A, treasury, or GRC verticals is highly desirable — the ability to converse credibly with CFOs and finance leaders is essential.</li>
<li>Proven ability to manage high-touch relationships with enterprise or Fortune 500 customers, including executive sponsorship at C-Suite level across multiple geographies.</li>
<li>Track record of building globally distributed teams that operate cohesively across time zones, cultures, and regulatory environments.</li>
</ul>
<h2><strong>Leadership Attributes</strong></h2>
<ul>
<li>Customer obsessed — you hold a deeply held belief that customer outcomes and business outcomes are inseparable, and you bring this perspective to every internal decision.</li>
<li>Commercially grounded — you understand that retention, pricing, and adoption are interconnected levers, and you manage them with precision and strategic intent.</li>
<li>AI-forward — you are genuinely enthusiastic about the potential of AI to change how customer organisations operate, and you have the credibility and hands-on experience to lead this transformation.</li>
<li>Data-driven — you operate from insight, not instinct alone; you are comfortable with health scoring models, cohort analysis, adoption funnels, and leading vs lagging indicators.</li>
<li>Executive presence — you are credible, compelling, and confident in front of enterprise customer executives.</li>
<li>Builder’s mindset — you are energised by the opportunity to create structure, process, and capability in a business that is still scaling, and you know the difference between building for now and building for scale.</li>
<li>Collaborative and Sales-aligned — you see CS and Sales as one commercial team with different roles, and you invest in making the partnership between them a genuine competitive advantage.</li>
</ul>
<h2><strong>Preferred Background</strong></h2>
<ul>
<li>Experience in financial technology, ERP, FP&A, treasury, or GRC SaaS solutions.</li>
<li>Previous exposure to private equity or venture-backed high-growth environments.</li>
<li>Familiarity with market leading CS and CRM platforms.</li>
<li>Working knowledge of AI tools relevant to CS operations: LLM-based summarisation, predictive health scoring, AI-assisted communication, and in-product guidance platforms.</li>
<li>Multilingual capability or deep experience leading teams across English, Spanish, French, and German-speaking markets.</li>
</ul><div class="content-conclusion"><hr>
<p><strong>WHO WE ARE:</strong></p>
<p><span style="font-weight: 400;">Do Your Best Work</span></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">The opportunity to build in a fast-paced start-up environment with experienced industry leaders</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">A learning environment where you can dive deep into the latest technologies and make an impact. A professional development budget to support other modes of learning.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Thrive in an environment where no matter what race, ethnicity, gender, origin, or culture they identify with, every employee is a respected, valued, and empowered part of the team.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">In-office collaboration for moments that matter is important to our culture, and we give managers and teams the flexibility to decide which 10+ days a month they come in. </span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Bi-weekly all-company meeting - business updates and ask me anything style discussion with our Leadership Team</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">We come together for moments that matter which include team offsites, team bonding activities, happy hours and more!</span></li>
</ul>
<p><span style="font-weight: 400;">Take Control of Your Finances</span></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Competitive salary, bonuses, and equity</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Competitive benefits that cover physical and mental healthcare, retirement, family forming, and family support</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Employee giving match</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Mobile phone stipend</span></li>
</ul>
<p><span style="font-weight: 400;">Take Care of Yourself</span></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">R&R days so you can rest and recharge</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Generous wellness reimbursement and weekly onsite & virtual programming</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Generous vacation policy - work with your manager to take time off when you need it</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Industry-leading parental leave policies. Family planning benefits.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Catered lunches, fully-stocked kitchens with premium snacks/beverages, and plenty of fun events</span></li>
</ul>
<p><span style="font-weight: 400;"><em data-stringify-type="italic">Benefits listed above are for full-time employees. </em></span></p>
<hr>
<div><em>Ripple is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.</em></div>
<div> </div>
<div><em>Please find our <a href="https://ripple.com/legal/eu-privacy-notice/" target="_blank">UK/EU Applicant Privacy Notice </a>and our <a href="https://ripple.com/legal/ca-applicant-privacy-notice/" target="_blank">California Applicant Privacy Notice</a> for reference.</em></div>
<div><hr></div></div>
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Get Access To All JobsTips for Finding Green Card Sponsorship in Head Of Customer Success
Document your degree field alignment carefully
PERM requires your degree to relate to the specific occupation. For Head of Customer Success roles, a degree in business, communications, or information systems typically satisfies DOL's field-match requirement. Degrees in unrelated fields create audit risk.
Target enterprise SaaS companies over startups
Larger SaaS employers run established immigration programs with in-house counsel already familiar with PERM timelines. Startups rarely have the HR infrastructure to manage a multi-year green card process alongside rapid growth cycles.
Search green card sponsors using Migrate Mate
Filter for employers with verified EB-2 and EB-3 PERM filing history in customer success leadership roles. Migrate Mate surfaces this sponsorship data so you can prioritize outreach to companies that have sponsored this job category before.
Verify prevailing wage before negotiating your offer
Your employer must pay at least the DOL prevailing wage for your role and location. Use the OFLC Wage Search to look up Level III or Level IV wages for your metro area before accepting an offer that could stall your I-140.
Ask about PERM recruitment timing during interviews
Employers must complete a mandatory DOL recruitment period before filing PERM. Ask hiring managers directly whether they've sponsored the Head of Customer Success title before and how long their internal immigration approval process takes.
Head Of Customer Success jobs are hiring across the US. Find yours.
Find Head Of Customer Success JobsHead Of Customer Success Green Card Sponsorship: Frequently Asked Questions
Does a Head of Customer Success role qualify for EB-2 or EB-3 green card sponsorship?
Most Head of Customer Success positions qualify under EB-3 as a professional occupation requiring a bachelor's degree, and many qualify under EB-2 when the employer specifies an advanced degree or equivalent. DOL classifies this role under management occupations, and the position's degree requirement determines which preference category applies. Your employer's attorney makes the final determination based on the actual job duties and posted requirements.
How does green card sponsorship differ from H-1B sponsorship for this role?
Green card sponsorship through PERM leads to permanent residency rather than a temporary work visa. Unlike H-1B, there is no annual lottery for EB-3 petitions and no cap concerns for most nationalities at the filing stage. The tradeoff is timeline: PERM labor certification alone takes six to eighteen months before the I-140 petition even begins, making early employer conversations essential.
How can I find Head of Customer Success jobs that offer green card sponsorship?
Migrate Mate lets you filter for employers with verified PERM filing history specifically in customer success and customer experience leadership roles. Rather than applying broadly and asking about sponsorship after an offer, you can identify companies that have already navigated this process for similar titles and focus your search there.
What does the PERM process look like for a Head of Customer Success role?
Your employer posts the role publicly and runs a DOL-mandated recruitment campaign to demonstrate no qualified U.S. workers are available. After recruitment closes, they file the ETA 9089 with DOL. If certified, they file an I-140 petition with USCIS. You file I-485 adjustment of status once a visa number is current for your country of birth. The full process typically spans two to four years for most nationalities.
Can I change employers while my green card application is pending?
Under AC21 portability rules, you can change employers after your I-485 has been pending for 180 days or more, provided the new role is in the same or a similar occupational classification. For a Head of Customer Success filing, a move to a comparable customer success or operations leadership role at a new company would typically satisfy this requirement, but you should confirm the occupational match with an immigration attorney before switching.
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