Enterprise Customer Success Manager at Rippling in Remote (United States)

Job description

• Rippling is seeking a vibrant Enterprise Customer Success Manager (internally titled: Technical Account Manager) to join our rapidly scaling team. As a core part of our Customer Success organization, you'll serve as an emerging strategic technical advisor for our largest and most complex customers. This transitional role requires exceptional technical troubleshooting and cross-functional coordination to drive rapid resolution for critical customer milestones and issues. More than a relationship manager, you will be a single point of contact for solving complex challenges, acting as a critical liaison between customers and our internal product and engineering teams. This role is for a self-starter who thrives on solving intricate problems and is committed to delivering an impeccable customer experience.
• Please note: We are not currently able to consider or hire any candidates located in the greater San Francisco Bay Area or New York City Metropolitan Area.

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 of 10-30 accounts 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.

Skills

Required

• Technical troubleshooting
• Problem-solving
• Cross-functional coordination
• Customer relationship management
• Written and verbal communication
• Training and coaching

Preferred

• Experience with a multi-product platform

Benefits

• This role will receive a competitive salary + variable pay + 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.
• 100,000 - 125,000 USD per year (US Tier 2)
• 90,000 - 115,000 USD per year (US Tier 3)