Manager, Customer Success Management
About Rippling Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system. Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third‑party apps like Slack and Microsoft 365—all within 90 seconds. Based in San Francisco, CA, Rippling has raised $1.2B from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes. We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.
About the role
The Customer Success team (Internally called: Technical Account Manager (TAM)) partners with our largest and most strategic accounts to understand their needs, demonstrate where Rippling can solve their business needs, and ensure retention of key accounts. TAMs own the key admin relationships and are responsible for turning customers into long‑term champions, developing account strategy, and providing enablement and optimization best practices, all while providing an impeccable customer experience along the way. Leading this team will challenge your ability to context‑switch from high level customer strategy to tactical account level escalations to retention opportunities on a daily basis. The ideal candidate is a customer‑obsessed strategist, eager to build and mentor a team of incredible TAMs. Please note: Employees based in San Francisco Bay Area or New York City Metro will be required to go into office 1‑3 days a week depending on mileage to office.
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