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 c [... source excerpt omitted ...] s 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 y [... source excerpt omitted ...] . 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