Key skills
Technical Account ManagementB2B SaaSMulti-product platform supportPayrollBenefits AdministrationHRCustomer relationship buildingSaaSCommunicationCustomer Success
About this role
Rippling is a company that provides a comprehensive platform for managing HR, IT, and Finance. The Senior Customer Success Manager will act as a trusted advisor to clients, ensuring they effectively adopt and utilize Rippling’s product suite while developing long-term relationships and addressing customer needs.
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 12 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:
- 6+ 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 5-15 strategic accounts and adapt to changing responsibilities
- Proven subject matter expertise in B2B SaaS supporting a multi-product platform
- 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 expertise in one or more of the following: HR, Payroll, Benefits Administration, or IT