Customer Success Manager

About the role

As a Customer Success Manager (internally titled “Technical Account Manager”), you will own a dedicated book of business and serve as the primary strategic partner for a portfolio of about 250 customers. You’ll build long‑term relationships with key stakeholders, understand each customer’s operational goals, and connect Rippling’s product capabilities to the outcomes that matter most to their business.

This is a high‑ownership, commercially minded customer success role. You’ll be responsible for protecting and growing revenue, driving adoption, identifying expansion opportunities, supporting renewals, and turning customers into long‑term Rippling champions. The right person is comfortable managing competing priorities across a sizable book of accounts, asking sharp discovery questions, navigating ambiguity, and working cross‑functionally to get to the right answer.

Please note:
We are not currently able to consider or hire any candidates located in the greater San Francisco Bay Area or New York City Metropolitan Area.

• Own and manage a dedicated portfolio of about 250 customer accounts, with accountability for retention, adoption, renewals, expansion, and overall customer health.
• Build trusted relationships with customer stakeholders by understanding their business, goals, current tech stack, pain points, and opportunities to improve their workflows.
• Lead proactive customer discovery, asking thoughtful questions and identifying where Rippling can solve problems, reduce complexity, and create measurable business value.
• Develop account strategies that prioritize the highest‑impact opportunities across your book of business.
• Identify and qualify cross‑sell, upsell, and sales‑qualified opportunities in partnership with Sales.
• Guide customers through key milestones, including onboarding, rollout, renewal preparation, year‑end processes, and broader product adoption moments.
• Serve as a go‑to point of contact for customer questions, escalations, and business‑critical needs, coordinating internal resources across Support, Product, Engineering, Implementation, and Sales.
• Become a strong product expert across Rippling’s platform and translate product capabilities into customer‑specific recommendations.
• Use customer data, engagement signals, and business context to prioritize outreach and focus your time where it will create the most customer and business value.
• Advocate internally for customer needs, product gaps, and process improvements that will help Rippling scale the customer experience.

• A relationship builder who is energized by talking to customers, asking questions, and uncovering what really matters to their business.
• Commercially driven and comfortable owning revenue outcomes, including renewals, expansion, cross‑sell, upsell, and qualified opportunity creation.
• A proactive problem solver who can operate without a perfectly defined playbook and still move work forward.
• Highly organized and know how to manage a large book of business where not everything can receive equal attention every week.
• Confident on the phone and in customer conversations, especially when navigating ambiguity, resistance, or competing priorities.
• Curious about how businesses operate and can connect product functionality to operational goals and ROI.
• Fully accountable for outcomes and are motivated by goals, metrics, and doing excellent work.
• Collaborative and can pull the right internal teams together without losing ownership of the customer experience.

• 2-4 years of experience in customer success, account management, sales, implementation, or another customer‑facing B2B role in SaaS.
• Demonstrated success managing a book of business, ideally 100+ accounts or a similarly complex customer portfolio.
• Proven ability to drive customer outcomes tied to retention, adoption, renewal, expansion, cross‑sell, or upsell.
• Strong discovery skills and comfort asking direct, thoughtful questions about a customer’s business, workflows, pain points, and current systems.
• Excellent written and verbal communication skills, with the ability to influence both external customers and internal partners.
• Strong…