Senior Customer Success Manager, Strategic Technical Account Management Remote

Senior Customer Success Manager, Strategic

About Rippling

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third‑party apps like Slack and Microsoft 365—all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.4B+ from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.

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About the role

Rippling is looking for a customer‑obsessed CSM (internally titled: Technical Account Manager) to join our rapidly scaling TAM team. As part of our dedicated Customer Success organization, you will work closely with our rapidly scaling and maturing customers to understand their needs, demonstrate where Rippling can solve their problems, and help drive their adoption of Rippling’s product suite. You will own the key admin relationships and be responsible for turning customers into long‑term champions, developing account strategy, and enabling Rippling’s customers, all while providing an impeccable customer experience along the way.

If you are a self‑starter, find yourself constantly taking on new challenges, working diligently until you find solutions, and pride yourself in providing an excellent customer experience, you’re in the right place!

The Technical Account Management team manages long‑term relationships with Rippling’s growing and complex customers by becoming their trusted Rippling advisor. Our team of 150+ TAMs — spread across the globe — partners cross‑functionally from account management to product to engineering and more. Since the TAM team’s inception, we have partnered with hundreds of customers, ensuring their adoption of key Rippling products and success on our platform.

What you will do

• 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 12 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.

What you will need

• 6+ years of experience in a technical, customer‑facing role supporting a dedicated book of business at a B2B SaaS company (e.g., Technical Account Manager, Customer Success Manager, Account Manager, etc.).
• Demonstrated ability to manage a portfolio of 5-15 strategic accounts and adapt to changing responsibilities.
• Proven subject matter expertise in B2B SaaS supporting a multi‑product platform.
• Bonus points for expertise in one or more of the following: 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.

Additional…