Head of Customer Success & Support

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. If you’re ready to see your impact and unlock incredible career growth opportunities, join us, and build real world value. The Work 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”. 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. 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. 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. 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. 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. What you’ll do Revenue Retention & Pricing Stewardship - 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. - 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. - 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. - Develop and manage a tiered account coverage model that matches resource intensity to account risk, strategic importance, and growth potential across the global portfolio. - 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. Product Adoption & Customer Value Realisation - 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. - Build structured Customer Success programmes — health check cadences, QBRs, and executive business reviews — that create a continuous conversation around value delivery and adoption progress. - Partner with Product to ensure