Customer Success Manager

Job description

About the role Rippling is seeking a vibrant Enterprise Customer Success Manager (internally titled: Technical Account Manager) to join our rapidly scaling team. As a core part of our Customer Success organization, you'll serve as an emerging strategic technical advisor for our largest and most complex customers. This transitional role requires exceptional technical troubleshooting and cross-functional coordination to drive rapid resolution for critical customer milestones and issues. More than a relationship manager, you will be a single point of contact for solving complex challenges, acting as a critical liaison between customers and our internal product and engineering teams. This role is for a self-starter who thrives on solving intricate problems and is committed to delivering an impeccable customer experience. Please note: We are not currently able to consider or hire any candidates located in the greater San Francisco Bay Area or New York City Metropolitan Area. This job add is a pipeline requisition that feeds into either MM or Enterprise openings. What you will do Act as a trusted technical and strategic advisor by becoming a subject matter expert across Rippling’s entire platform, including complex and regulated fields like payroll, benefits administration, and HR. Provide proactive technical consultation to help customers optimize their workflows, implement best practices, and increase adoption of new features. Serve as a primary escalation point for critical customer issues , working cross-functionally with internal Support, Product, and Engineering teams to drive rapid resolution and provide comprehensive root-cause analyses. Build long-term relationships by owning a book of about 20 clients, guiding them through key milestones such as open enrollment and year-end payroll filing. Identify and qualify add-on opportunities and support renewal negotiations in partnership with your Account Manager counterparts. Master the Rippling product suite and the nuances of how our offerings work together. Work directly with customers to understand their core business needs and advise on the most effective Rippling solutions. What you will need 4+ years of experience in a technical, customer-facing role supporting a dedicated book of business at a B2B SaaS company (e.g., Technical Account Manager, Customer Success Manager, Account Manager, etc.). Demonstrated ability to manage a portfolio of enterprise accounts and adapt to changing responsibilities. Proven subject matter expertise in one or more of the following: B2B SaaS, HR, Payroll, Benefits Administration, or IT. Exceptional problem-solving and technical troubleshooting skills. Stellar written and verbal communication skills with a track record of building strong customer relationships. Hands-on experience resolving complex customer escalations. Passion for training both customers and internal teams. Bonus points for: Experience at a technology-focused PEO or HRIS company. Experience with a multi-product platform. Additional Information Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role. A variety of factors are considered when determining someone’s compensation, including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed. This role will receive a competitive salary + variable pay + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here . About Rippling Rippling is the first way for businesses to manage all of their HR & IT—payroll, benefits, computers, apps, and more—in one unified workforce platform. By connecting every business system to one source of truth for employee data, businesses can automate all of the manual work they normally need to do to make employee changes. Take onboarding, for example. With Rippling, you can just click a button and set up a new employees’ payroll, health insurance, work computer, and third-party apps—like Slack, Zoom, and Office 365—all within 90 seconds. Based in San Francisco, CA, Rippling has raised $1.2B from the world's top investors—including Kleiner Perkins, Founders Fund, Sequoia, Bedrock, and Greenoaks—and was named one of America's best startup employers by Forbes (#12 out of 500).