Manager, Customer Success Management

Rippling is a company that provides a comprehensive platform for managing HR, IT, and Finance. The role involves leading a team of Technical Account Managers to ensure customer satisfaction and retention while developing account strategies and best practices for customer engagement.

Responsibilities:

• Manage a team of highly motivated, customer-focused TAMs to ensure the overall health and satisfaction of strategic accounts in our broker partner channel
• Thought partner with TAMs and build playbooks for effective customer strategy
• Develop senior-level relationships with customers
• Serve as a point of escalation for team’s accounts
• Ensure the team is trained and confident in Rippling product capabilities
• Own ongoing TAM account assignments
• Participate in recruiting process, from sourcing to hire
• Drive customer adoption of key features and best practices
• Meet with team members weekly to stay close on updates for key accounts
• Performance manage to ensure your team’s success
• Partner cross-functionally to advocate for your team’s customer and partner needs
• Collaborate with Product to incorporate voice of the customer into Rippling’s roadmap
• Partner with other team leaders to ensure the customer is supported in times of escalation
• Partner with Support to mitigate escalations
• Collaborate with other team leaders to strategize on customer support for major lifecycle events
• Build TAM team processes and culture
• Measure team impact and prioritize CX lifecycle events
• Constantly iterate and improve TAM workflows and optimize process inefficiencies
• Collaborate with leadership team on quarterly kickoffs, offsites, team building events, and more to foster a strong team culture

Requirements:

• 5+ years of SaaS experience in customer-facing role
• 2+ years of management experience; passion for supporting and guiding a team's growth, career progress, and job performance
• Expertise in account management and customer success best practices
• Ruthless prioritization and time management
• Boundless energy to help your team and your customers...all with a 'can-do' attitude!
• Strong attention to detail and ability to solve complex, interdependent problems
• Flexibility to thrive in a fast paced organization with dynamic responsibilities
• 1+ years of experience in HR, Payroll or Insurance Brokerage