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Customer Success Manager, Key Accounts
About Rippling
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 workforce system to a single 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 employee’s payroll, health insurance, work computer, and third-party apps—like Slack, Zoom, and Office 365—all within 90 seconds.
Based in San Francisco, CA, Rippling has raised $450M from the world’s top investors—including Kleiner Perkins, Founders Fund, and Sequoia—and was named one of America's best startup employers by Forbes (#12 out of 500) and the fastest-growing private company in the Bay Area by the San Francisco Business Times.
About the role
Rippling is looking for a customer-obsessed CSM (internally titled: Technical Account Manager - TAM) to join our Key Accounts TAM team. As a Key Accounts Technical Account Manager at Rippling, you will be a trusted advisor for our most valuable clients, managing strategic relationships and delivering an exceptional customer experience. You’ll work with a small portfolio of 3-4 enterprise accounts to drive satisfaction, retention, and growth, aligning Rippling’s solutions with the client’s strategic goals. The Key Accounts TAM will collaborate closely with the Named Accounts team, Product, Engineering, and Support to address client needs, tackle challenges, and maximize product adoption and impact.
You will own the key admin relationships, and be responsible for turning customers into long-term champions, developing account strategy, and enabling Rippling’s key accounts, all while providing an impeccable customer experience along the way. If you are a self-starter, find yourself constantly taking on new challenges, working diligently until you find solutions, and pride yourself in providing an excellent customer experience, you're in the right place!
Note - this opening will primarily be working with EDT customers, and we will be preferring candidates who live reside in either an EDT or CDT state.
Key Responsibilities
Client Engagement & Relationship Management
- Build and maintain strong, strategic relationships with decision-makers and key stakeholders.
- Act as the primary point of contact, ensuring seamless, high-touch support and delivering a "white glove" experience.
- Meet onsite with clients quarterly to strengthen relationships and review business alignment.
Strategic Growth Planning
- Partner with the Named Accounts Manager to identify and execute upselling and cross-selling opportunities.
- Work with the cross-functional teams to assess client technical needs and drive deeper product adoption.
- Lead regular business reviews, assess account health, and identify growth areas.
Product Collaboration & Enhancement
- Serve as a conduit between clients and Rippling’s Product teams, offering feedback to guide product improvements.
- Project-manage client requests to resolution and support product rollouts.
- Hold monthly product meetings with product managers and execs to track commitments and progress on product feature requests.
Customer Retention & Renewal Strategy
- Support renewal discussions by showcasing the value Rippling has delivered, leveraging ROI insights.
- Collaborate with Named Accounts Manager to mitigate potential risks and strategize for long-term retention.
- Provide executive sponsors with weekly updates on account health, renewal risks, and strategic opportunities.
Incident Management & Escalation
- Act as the escalation contact for critical incidents impacting Key Accounts.
- Collaborate with Support and Engineering to ensure rapid resolution, delivering full root-cause analyses (RCA) post-incident.
- Proactively communicate with clients during high-impact issues, maintaining transparency.
Reporting & Executive Updates
- Provide high-level reporting on account health, issue resolution, and product adoption for clients and internal leadership.
- Present quarterly business reviews (QBR) of customers to execs, reporting on key metrics and strategic opportunities.
Success Metrics & KPIs
- Adoption: Increased product adoption across Rippling product suites.
- Retention & Growth: Measure Net Revenue Retention (NRR) and mitigate churn.
- Client Satisfaction: Maintain high CSAT scores and develop referenceable accounts.
- Engagement & Advocacy: Track on-site meetings, product requests, and product influence.
Ideal Candidate Profile
- Experience: Minimum of 6 years in client management or technical account management, ideally within a high-growth SaaS company.
- Skills: Exceptional client engagement and relationship-building skills, technical acumen, and ability to collaborate cross-functionally.
- Mindset: Strategic thinker, proactive problem-solver, and client advocate who can navigate complex needs.
- Advocacy: Clear understanding of customer needs, process, impact and be able to present asks at an executive level
- Willingness to travel: At least once a quarter to customer HQ or Rippling HQ
About the team
The Technical Account Management team manages long-term relationships with Rippling’s growing and complex customers by becoming their trusted Rippling advisor. Our team of 100+ TAMs - spread across the globe - partners cross-functionally from account management to product to engineering and more. Since the TAM team’s inception, we have partnered with hundreds of customers ensuring their adoption of key Rippling products and success on our platform.
Additional Information
Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a 40 mile radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.
This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.
A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.
#LI-remote
The pay range for this role is:
145,000 - 175,000 USD per year(US Tier 3)
150,000 - 185,000 USD per year(US Tier 2)
