VP of Customer Success

Ridgeline
US - Nevada - Reno
April 17, 2024

Vice President of Customer Success

Location:
Reno, NV

Ridgeline is an emerging enterprise SaaS company that provides a top-tier and innovative enterprise software solution to the investment management industry.
Our commitment to customers, integrity, and innovation is at the heart of everything we do.
As Ridgeline's Vice President of Customer Success, reporting to the Vice President of Go-To-Market, you will spearhead the Customer Success organization to ensure our investment management customers are delighted and referenceable.
This leadership role is responsible for developing and executing strategies that result in our customers' long-term business success and align with our core values.

In this role, you will grow a high-performing team of employees and external consultants to scale Customer Success operations.
You will support all Customer Success teams at Ridgeline - Consulting, Expert and Technical Services, Customer Support, Operations, Account Management, and Education - while fortifying partnerships with Sales, Marketing, Product, PMO, Legal, HR, and Security.

What will you do?

Guide the Customer Success organization with your management and mentoring skills, fostering a culture of transparency, automation, continuous learning, and professional development
Develop and implement comprehensive customer success strategies to enhance customer satisfaction, retention, and loyalty
Cultivate relationships with all customers, understanding their needs and ensuring their success with our products and services
Collaborate with leaders across the company to make informed choices regarding implementations, support model resource allocation, pricing models, partner strategy, and education/service offerings
Work with Sales, Marketing, and Product teams to ensure a seamless customer experience and feedback loop, advocating for customer needs for Ridgeline to exceed SLAs and customer expectations
Provide regular customer updates and insights to the co-CEOs, executive leadership team, and partners
Use key performance indicators (KPIs) such as revenue, P&L budget, staffing utilization, contract variables, and customer satisfaction to measure the success and impact of operational initiatives and team performance, driving continuous improvement
Own Customer Success P&L and identify opportunities to expand revenue generation across consulting, expert services, and education services and drive cost efficiencies across all teams
Partner with the Sales organization to acquire additional customers while ensuring prospects are set up for success to deploy and manage Ridgeline

Required Skills And Experience

Bachelor's degree in Business, Marketing, or related field; Master's degree preferred.
5+ years of experience leading a large enterprise customer success organization in the SaaS or financial tech industry
Sound judgment with a high level of integrity to execute with significant financial impact
Proven leadership skills with a track record of building, scaling, managing, and empowering high-performing teams
Influential systematic thinking and strong problem-solving skills, with the ability to make data-driven decisions in an entrepreneurial environment
Excellent communication and interpersonal skills, capable of building solid relationships with customers and team members
Deep understanding of customer success principles, methodologies, and tools

About Ridgeline

Ridgeline is the industry cloud platform for investment management.
It was founded in 2017 by visionary entrepreneur Dave Duffield (co-founder of both PeopleSoft and Workday) to address the unique technology challenges of an industry in need of new thinking.
We are building a modern platform in the public cloud, purpose-built for the investment management industry to empower business like never before.

Headquartered in Lake Tahoe with offices in Reno, Manhattan, and the Bay Area, Ridgeline is proud to have built a fast-growing, people-first company that has been recognized by Fast Company as a 'Best Workplace for Innovators,' by LinkedIn as a 'Top U.S.
Startup,' 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

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, 100% of 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.
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Read the full job description and apply online on the recuiter's web-site

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