Senior Customer Success Manager, Key Accounts

Rippling

13d

About The Position

Rippling is seeking a customer-obsessed Customer Success Manager, internally titled Technical Account Manager (TAM), for its Key Accounts TAM team. The role serves as a trusted advisor to a small portfolio of 3–4 enterprise customers, managing strategic relationships and delivering a high-touch customer experience while aligning Rippling’s solutions with clients’ strategic goals. The position owns key administrator relationships, develops account strategy, enables customers, and works to build long-term customer champions. The TAM collaborates with Named Accounts, Product, Engineering, Support, and other cross-functional teams to address customer needs, resolve challenges, increase product adoption, and demonstrate customer impact. The opening will primarily support EDT customers, and candidates residing in an EDT or CDT state are preferred. The role requires travel at least quarterly to a customer headquarters or Rippling headquarters. Rippling’s policy for office-based employees living within 40 miles of an office calls for working onsite at least three days per week.

Requirements

At least 6 years of experience in client management or technical account management.
Exceptional client engagement and relationship-building skills.
Technical acumen and the ability to collaborate cross-functionally.
Strategic thinking, proactive problem-solving, and the ability to advocate for clients with complex needs.
Ability to understand customer needs, processes, and impact, and present customer requests at an executive level.
Willingness to travel at least once per quarter to a customer headquarters or Rippling headquarters.

Nice To Haves

Experience at a high-growth SaaS company.
Currently residing in an EDT or CDT state.

Responsibilities

Build and maintain strategic relationships with customer decision-makers and key stakeholders.
Serve as the primary customer contact and deliver high-touch, white-glove support.
Meet onsite with clients quarterly to strengthen relationships and review business alignment.
Partner with the Named Accounts Manager to identify and execute upselling and cross-selling opportunities.
Work with cross-functional teams to assess customer technical needs and drive product adoption.
Lead regular business reviews, assess account health, and identify growth opportunities.
Relay customer feedback to Product teams to help guide product improvements.
Project-manage customer requests through resolution and support product rollouts.
Hold monthly product meetings with product managers and executives to track commitments and feature requests.
Support renewal discussions by demonstrating delivered value and using ROI insights.
Partner with the Named Accounts Manager to mitigate risks and develop long-term retention strategies.
Provide executive sponsors with weekly updates on account health, renewal risks, and strategic opportunities.
Act as the escalation contact for critical incidents affecting Key Accounts.
Coordinate with Support and Engineering to resolve incidents quickly and provide post-incident root-cause analyses.
Communicate proactively and transparently with customers during high-impact issues.
Report on account health, issue resolution, and product adoption to customers and internal leadership.
Present quarterly customer business reviews to executives, covering key metrics and strategic opportunities.
Increase product adoption, support net revenue retention and churn mitigation, maintain high customer satisfaction, develop referenceable accounts, and track engagement and product influence.