Customer Success Manager, Key Accounts

Rippling is a unified workforce platform that manages HR and IT for businesses. The Customer Success Manager will be responsible for managing strategic relationships with key accounts, ensuring customer satisfaction, retention, and growth while collaborating with various teams to enhance product adoption.

Responsibilities:

• Build and maintain strong, strategic relationships with decision-makers and key stakeholders
• Act as the primary point of contact, ensuring seamless, high-touch support and delivering a "white glove" experience
• Meet onsite with clients quarterly to strengthen relationships and review business alignment
• Partner with the Named Accounts Manager to identify and execute upselling and cross-selling opportunities
• Work with the cross-functional teams to assess client technical needs and drive deeper product adoption
• Lead regular business reviews, assess account health, and identify growth areas
• Serve as a conduit between clients and Rippling’s Product teams, offering feedback to guide product improvements
• Project-manage client requests to resolution and support product rollouts
• Hold monthly product meetings with product managers and execs to track commitments and progress on product feature requests
• Support renewal discussions by showcasing the value Rippling has delivered, leveraging ROI insights
• Collaborate with Named Accounts Manager to mitigate potential risks and strategize for long-term retention
• Provide executive sponsors with weekly updates on account health, renewal risks, and strategic opportunities
• Act as the escalation contact for critical incidents impacting Key Accounts
• Collaborate with Support and Engineering to ensure rapid resolution, delivering full root-cause analyses (RCA) post-incident
• Proactively communicate with clients during high-impact issues, maintaining transparency
• Provide high-level reporting on account health, issue resolution, and product adoption for clients and internal leadership
• Present quarterly business reviews (QBR) of customers to execs, reporting on key metrics and strategic opportunities

Requirements:

• Minimum of 6 years in client management or technical account management, ideally within a high-growth SaaS company
• Exceptional client engagement and relationship-building skills
• Technical acumen and ability to collaborate cross-functionally
• Strategic thinker, proactive problem-solver, and client advocate who can navigate complex needs
• Clear understanding of customer needs, process, impact and be able to present asks at an executive level
• Willingness to travel: At least once a quarter to customer HQ or Rippling HQ