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Rippling is seeking an Enterprise Customer Success Manager (internally titled Technical Account Manager) to join its rapidly scaling Customer Success organization. You will serve as a strategic technical advisor for Rippling's largest and most complex customers, acting as a single point of contact for solving intricate challenges and serving as a critical liaison between customers and internal product and engineering teams.
Key Responsibilities:
- Act as a trusted technical and strategic advisor by becoming a subject matter expert across Rippling's entire platform, including payroll, benefits administration, and HR systems
- Provide proactive technical consultation to help customers optimize workflows, implement best practices, and increase adoption of new features
- Serve as a primary escalation point for critical customer issues, working cross-functionally with Support, Product, and Engineering teams to drive rapid resolution and provide root-cause analyses
- Build long-term relationships by owning a portfolio of approximately 20 enterprise 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 Account Manager counterparts
- Master the Rippling product suite and understand how offerings work together
- Work directly with customers to understand their core business needs and advise on the most effective Rippling solutions
About Rippling:
Rippling provides a unified platform for HR, IT, and Finance, bringing together workforce systems like payroll, expenses, benefits, and computer management. Based in San Francisco, Rippling has raised $1.4B+ from top-tier investors including Kleiner Perkins, Founders Fund, and Sequoia, and was named one of America's best startup employers by Forbes.
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)
- Demonstrated ability to manage a portfolio of enterprise accounts and adapt to changing responsibilities
- Proven subject matter expertise in one or more of: 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
Bonus:
- Experience at a technology-focused PEO or HRIS company
- Experience with a multi-product platform
Note: Rippling is not currently able to hire candidates located in the greater San Francisco Bay Area or New York City Metropolitan Area.
