Customer Success Manager

About the role

Rippling is the first way for businesses to manage all of their HR & IT—payroll, benefits, computers, apps, and more—in one unified workforce platform. By connecting every business system to one source of truth for employee data, businesses can automate all of the manual work they normally need to do to make employee changes. Take onboarding, for example. With Rippling, you can just click a button and set up a new employees’ payroll, health insurance, work computer, and third-party apps—like Slack, Zoom, and Office 365—all within 90 seconds.

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 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 40+ accounts and adapt to changing responsibilities.
• 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:

• Proven subject matter expertise in one or more of the following: HR, Payroll, Benefits Administration, or IT.
• Experience at a technology-focused PEO or HRIS company.
• Experience with a multi-product platform.