Customer Success Manager

Rippling is a unified workforce platform for managing HR and IT needs. The Enterprise Customer Success Manager will act as a strategic advisor for complex customers, providing technical consultation and driving resolution for critical issues.

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