Note: The job is a remote job and is open to candidates in USA. Rippling is a company that provides a unified workforce platform for managing HR and IT functions. They are seeking a Customer Success Manager for Key Accounts to manage strategic relationships with enterprise clients, ensuring satisfaction and growth while collaborating with various teams to enhance product adoption.
Responsibilities
- 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
- 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
- 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
- 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
- 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
- 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
Skills
- Minimum of 6 years in client management or technical account management
- Exceptional client engagement and relationship-building skills
- Technical acumen
- Ability to collaborate cross-functionally
- Strategic thinker
- Proactive problem-solver
- Client advocate who can navigate complex needs
- 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
- Candidates who currently reside in either an EDT or CDT state
- Experience within a high-growth SaaS company
Benefits
- 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](https://www.rippling.com/pay-transparency).
- A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location.
Company Overview
Company H1B Sponsorship