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Rippling is seeking a Senior Customer Success Manager (internally titled Technical Account Manager - TAM) to join the Key Accounts TAM team. You will serve as a trusted advisor for Rippling's most valuable enterprise clients, managing a strategic portfolio of 3-4 accounts and driving satisfaction, retention, and growth.
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, delivering white-glove support and meeting 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 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 executives to track commitments and progress on feature requests.
Customer Retention & Renewal Strategy: Support renewal discussions by showcasing delivered value and leveraging ROI insights. Collaborate with Named Accounts Manager to mitigate risks and strategize for long-term retention. Provide executive sponsors with weekly updates on account health, renewal risks, and strategic opportunities.
Incident Management & Escalation: Manage and escalate critical issues, ensuring timely resolution and minimal customer impact.
About Rippling: Rippling is a unified workforce platform managing HR, IT, payroll, benefits, computers, apps, and more. Based in San Francisco, the company has raised $450M from top-tier investors including Kleiner Perkins, Founders Fund, and Sequoia. Named one of America's best startup employers by Forbes (#12 out of 500) and the fastest-growing private company in the Bay Area.
Note: This role primarily works with EDT customers. Rippling prefers candidates currently residing in EDT or CDT states. The company values in-office collaboration; office-based employees (within 40 miles of a Rippling office) are expected to work in-office at least three days per week.
Requirements: Not explicitly stated in the provided excerpt. The posting indicates this is a Senior-level role managing key enterprise accounts with strategic responsibilities, but specific years of experience, required skills, certifications, or domain background are not detailed in the text provided.
