Have you ever had your credit or debit card stolen? It happens to millions of consumers every day. That is why we built Rippleshot. We detect the data breaches and fraud trends that cause these problems faster than anyone else in the market. This allows banks, credit unions and merchants to act faster and smarter than ever before — which means consumers are alerted earlier.

Today, thousands of banks, credit unions, and billion-dollar companies trust us to help them fight fraud. Always smarter, always faster. The fraudsters are good. We need to be better.

Rippleshot brings the power of machine learning and big data to help banks and credit unions reduce fraud by analyzing millions of card transactions daily to proactively detect compromised merchants and identify an issuer’s at-risk cards.

Who We Are:

We’re an eclectic mix of data scientists, former journalists, analysts, coaches, and seasoned entrepreneurs who all share a passion for mission-driven work. Well…and food. We definitely love food here.

Data breaches are more than just a headline you read in the news every day. They’re causing billion-dollar losses to merchants, financial institutions, insurers, consumers, and everyone in between. At its core, Rippleshot’s tool catches them earlier - and it’s gotten us quite a bit of attention. We’ve won innovation and best-in-class awards. More importantly, we help our clients save time and money.

That’s just the tip of the spear. We believe a tsunami of fraud is headed our way over the next five years. Luckily we know the winning combination of analytics, machine learning, big data, and people to protect our clients from these evolving threats. 

What We Need:

Rippleshot is seeking a customer success manager who is passionate and self-motivated. You will serve as primary contact for direct customers and partners, managing all elements of the relationship. You will be an expert on system functions and features to become a strategic advisor for customers, continuously driving product value and ROI. The ideal candidate has a track record of delighting customers with excellent customer service and project management skills.

You’ll get to work with an experienced team driven to bring machine learning and automation to help banks and credit unions fight fraud better.  

This job also involves the following responsibilities:

• Manage customer success relationships and plans to exceed customer expectations working with a Fintech solution
• Identify and cultivate strong relationships with the key stakeholders
• Provide customer support to achieve customer goals, remove customer experience friction and meet contractual SLAs
• Create and lead regular analytics-based business reviews to ensure usage of the tool and partners are realizing value and ROI
• Act as project manager during technical on-boarding, managing expectations, resources and timelines
• Monitor customer engagement and satisfaction indicators
• Monitor product delivery and metrics, and proactively working with customers to achieve goals 
• Manage renewal and upsell opportunities
• Manage day to day support including product delivery and billing
• Identify barriers to customer success, define resolutions, and manage action plans with internal resources
• Provide product feedback (client requirements, product enhancements, etc.) to product management
• Collaborate with VP of Product and Client solutions and technical resources to develop scalable processes

You’ll Be a Great Fit If:

Wowing partners and clients excites you. You’re smart enough to work just about anywhere, but you’re picky about finding the right role. You’re experienced, but you love to learn. And you want to work with other smart people like you who want to have fun building something great. Others things you love that make you a great fit:

• Understanding the customers’ needs and delivering on those, exceeding their expectations
• Enjoys interacting with people and helping them solve problems
• Bringing fresh ideas about customer success
• Comfortable using technology and being able to explain it effectively to others
• Enjoys collaborating with Product, Engineering, Sales, and Marketing to ensure customer feedback and requirements are communicated
•  Comfortable working in a fast-paced environment with the ability to adapt to change

Qualifications for this role:

• 3-5+ years B2B customer success experience, preference to financial institutions (banks, credit unions and processors)
• Experience with fraud, data or analytic products; for banks and credit unions a plus
• Attention to detail and process oriented
• Excellent written, and oral skills, as well as strong time management and organization skills
• Track record of establishing and retaining high-value client relationships
• Self-motivated, collaborative, intellectually curious, people person with high emotional intelligence
• Customer-first mentality; ability to empathize and build customer loyalty
• Experience acting as the liaison between technology teams and clients
• Analytical, and have ability to explain analytical and technical information simply

Commitment to diversity, equity, and inclusion:

Rippleshot embraces diversity, equity, and inclusion in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe that the more diverse opinions and perspectives we have, the better our work will be and the better we can serve our customers.