Senior Customer Success Manager, Ripjar
+ Company Share Scheme
2-5 days a week in office
Real-time intelligence for countering a wide range of threats
Job no longer available
Real-time intelligence for countering a wide range of threats
101-200 employees
Job no longer available
+ Company Share Scheme
2-5 days a week in office
101-200 employees
Company mission
To help governments and organisations automate the detection, investigation and monitoring of threats from criminal activity.
Role
Who you are
- The ideal candidate is passionate about customer service, satisfaction, and success, with excellent communication skills
- Degree in computer science, business or relevant experience and authorisation to work in the country of hire
- 3 -5 years’ experience in system implementation or change management, supporting a range of customers from SMB to Enterprise customers
- Minimum 3 years working in a SaaS and Enterprise software company
- Minimum of 5 years in a Customer Success Manager/Relationship Manager/Account Manager role
- Experience working with clients in the AML/KYC domain is preferred
- Excellent communications and interpersonal skills
- Excellent organisational, analytical and problem-solving skills
- Demonstrated client relationship, communication and presentation skills
- Ability to travel (travel between our office and client premises may be required
What the job involves
- We are seeking a dynamic, results-driven and customer-centric Sr. Customer Success Manager to join our newly formed Customer Success team, reporting to the SVP, Global Head of Customer Success. This is an exciting opportunity to play a pivotal role in the development and support of the Customer Success functional rollout
- As a Sr. Customer Success Manager, you will ensure that our customers are set up for long-term success and have a positive experience with our products and services.
- You will drive customer adoption and loyalty by educating our customers on how to get the most out of Ripjar while building strong relationships throughout the lifecycle of the account
- Build and maintain strong relationships with customers, understanding their specific needs and goals
- Guide new clients through the onboarding process and ensure they understand how to effectively use the Ripjar product
- Identify and address potential issues before they escalate, providing solutions and support
- Collaborate with other departments in the company to achieve customer satisfaction and resolve customer issues in a timely fashion
- Help customers understand and realize the full value of the product and how it aligns with their goals
- Track key performance indicators (KPI’s) and provide reports on customer health and satisfaction
- Lead customer engagement initiatives such as executive business reviews and feature request meetings, etc
- Collaborate closely with Product and Engineering to improve the product and user experience, based on feedback gathered from customers
- Work with Sales to identify opportunities to up-sell and cross-sell additional product
- Enhance customer training programs
- Support the SVP, Head of Global Customer Success in the build out of the function
Salary benchmarks
Our take
Ripjar provides a data intelligence platform, Labyrinth, that uses Artificial Intelligence to protect organisations against financial crime threats like money laundering, fraud, and funding terrorism. Labyrinth enables human analysts to make better-informed decisions with speed and accuracy, saving their clients’ costs and time.
Previous investments signify confidence in Ripjar's data intelligence technology and its ability to protect companies and governments from criminal activities that jeopardise their assets and prosperity. And it's no surprise, as Ripjar claims Labyrinth is the most sophisticated and advanced cyber-security solution on the market.
As economic uncertainty rises globally, so does the incidence of financial crime, particularly with the increasing shift to online transactions. Both tech companies and the UK government are turning to Ripjar to address these challenges. With a global client base exceeding 20,0000 and recent innovations, the company is well set to see further growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Sep 2020
$38.2m
SERIES B
Mar 2017
$5m
EARLY VC
Total funding: $43.2m
Company benefits
- Pension: Our company pension scheme is a great way of building a pot of money for your retirement and as your employer we match your contributions up to 4%
- Private Family Health insurance: We provide private medical insurance through Vitality Health. As well as giving staff general advice about eating greens and moving about, Vitality Health gives personal, achievable goals to get healthier with Vitality partners helping along the way with discounts, cashback and reward
- 25 days holidays: We offer candidates 25 days annual leave plus bank holiday per year, increasing to 30 after 5 years' service
- EMI Share Options: We offer an employee share option scheme to recognise and reward staff members for their support, service and contribution to the business
- Flexible Working: Employees have the option to work from one of our offices located in Cheltenham, Bristol or London or to work fully remote
- Wellbeing Allowance: We provide employees with a £500 allowance, paid quarterly in the sum of £125 per quarter to support a flexible, holistic approach to employees’ well-being
- Free lunch and snacks: There is a well-stocked pantry with food, snacks and drinks. Lunch is also provided and ranges from a selection of hot and cold food
Company HQ
Cheltenham, UK
Leadership
Jeremy Annis
(Co-Founder & CEO)Served as the company's CTO until 2021, and has been CEO since November 2018. Jeremy is a former Intelligence Professional and Data Scientist with the British government’s signals intelligence agency, GCHQ
Tom Griffin
(Co-Founder & COO)Served as the company's CEO until Jan 2019. Tom has a PhD in Engineering Mathematics, and prior to Ripjar was the Technical Director of GCHQ’s Engineering Department responsible for creating and sustaining the solutions that protect the UK from threats including terrorism, cyber and serious organised crime
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