Enterprise Customer Success Manager

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.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @ Rippling.com addresses.

About the role

Rippling is seeking a vibrant Enterprise Customer Success Manager (internally titled: Technical Account Manager) to join our rapidly scaling team. As a core part of our Customer Success organization, you'll serve as an emerging strategic technical advisor for our largest and most complex customers. This transitional role requires exceptional technical troubleshooting and cross-functional coordination to drive rapid resolution for critical customer milestones and issues. More than a relationship manager, you will be a single point of contact for solving complex challenges, acting as a critical liaison between customers and our internal product and engineering teams. This role is for a self-starter who thrives on solving intricate problems and is committed to delivering an impeccable customer experience.

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.

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 20 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

4+ years of experience in a technical, customer-facing role supporting a dedicated book of business of 10-30 accounts at a B2B SaaS company (e.g., Technical Account Manager, Customer Success Manager, Account Manager, etc.).

Demonstrated ability to manage a portfolio of enterprise accounts and adapt to changing responsibilities.

Proven subject matter expertise in one or more of the following: B2B SaaS, 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.