Customer Success Manager

• 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

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