Strategic Customer Success Manager

Are you an experienced customer success professional who thrives on building trusted relationships with sophisticated investment management clients? Do you enjoy partnering with enterprise stakeholders to drive product adoption, measurable outcomes, and long-term value? Are you excited to operate at the intersection of financial services, SaaS, and AI-powered technology while shaping strategic customer journeys? If so, we invite you to be a part of our innovative team.

As a Strategic Customer Success Manager, you will own and grow relationships across a portfolio of mid-enterprise and large investment and wealth management firms. You will guide customers from onboarding through long-term maturity, accelerating time-to-value, driving adoption, and identifying opportunities for expansion. This role sits at the center of customer outcomes, partnering closely with Sales, Product, and Support to ensure alignment between client goals and platform capabilities. You will leverage cutting-edge technologies—including AI tools like ChatGPT, Glean, and Claude Code—along with platforms such as Salesforce and Pendo to surface insights, streamline workflows, and deliver proactive, high-impact customer engagement at scale.

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 drive adoption, satisfaction, and long-term partnership
• Guide customers through onboarding and implementation readiness to accelerate time-to-value
• Develop and execute strategic account plans aligned to client business objectives and measurable outcomes
• Drive product adoption through training, enablement sessions, and ongoing strategic guidance
• Identify and advance expansion opportunities through increased platform utilization and cross-functional alignment
• Manage renewals and retention strategies while maintaining strong customer sentiment and engagement
• Partner with Sales, Product, Support, and Customer Experience teams to resolve issues and remove adoption barriers
• Advocate for customer needs by translating feedback into actionable insights for internal teams
• Enable customer advocacy through references, case studies, and community engagement
• Build executive and end-user relationships to deepen strategic alignment and long-term value
• Leverage data and AI-enabled tools to monitor health, analyze trends, and proactively mitigate risk
• Collaborate with teammates to share knowledge and continuously improve processes and workflows
• Take ownership of customer outcomes while demonstrating resilience and a growth mindset