Key skills
B2B SaaSHRPayrollBenefits AdministrationITTechnical troubleshootingCustomer escalation managementTraining deliveryMulti-product platform experiencePEOHRIS technology experienceSaaSCommunicationCustomer Success
About this role
Rippling is a unified workforce platform for managing HR and IT functions. They are seeking an Enterprise Customer Success Manager to serve as a strategic technical advisor for their largest customers, providing proactive consultation and resolving critical issues while building long-term relationships.
Responsibilities:
- 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
Requirements:
- 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
- Experience at a technology-focused PEO or HRIS company
- Experience with a multi-product platform