Associate Customer Success Manager

Rippling; San Francisco (CA); On-site; USD 80,000 - 105,000; Full time

Job summary

Rippling, Inc. is seeking a customer-obsessed Technical Account Manager (TAM) to join our expanding Customer Success team in San Francisco.

You will own key admin relationships, drive adoption of Rippling's product suite, and deliver an impeccable customer experience, turning customers into long-term champions. As a trusted advisor, you will manage a 40+ account book, collaborate with support, product, and engineering, and help with open enrollment and year-end payroll.

Qualifications

• 3+ years in a technical, customer-facing role at a B2B SaaS company.
• Demonstrated ability to manage a portfolio of 40+ accounts.
• Exceptional problem-solving and technical troubleshooting skills.
• Stellar written and verbal communication with a track record of strong customer relationships.
• Hands-on experience resolving complex customer escalations.

Responsibilities

• Act as a trusted technical and strategic advisor by becoming a subject matter expert across Rippling's platform.
• Provide proactive technical consultation to optimize workflows and increase adoption of new features.
• Serve as a primary escalation point for critical customer issues, working cross-functionally to drive rapid resolution.
• Build long-term relationships by owning a book of clients and guiding them through milestones like 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 core business needs and advise on Rippling solutions.

Skills

Technical Account Management

Customer Success

Account Management

B2B SaaS

Problem Solving

Communication Skills

Job description

Rippling is the first way for businesses to manage all of their HR & IT - payroll, benefits, computers, apps, and more in one unified workforce platform.

By connecting every business system to one source of truth for employee data, businesses can automate all of the manual work they normally need to do to make employee changes. Take onboarding, for example. With Rippling, you can just click a button and set up a new employees' payroll, health insurance, work computer, and third-party apps - like Slack, Zoom, and Office 365 all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.2B from the world's top investors - including Kleiner Perkins, Founders Fund, Sequoia, Bedrock, and Greenoaks - and was named one of America's best startup employers by Forbes (#12 out of 500).

About the role

Rippling is looking for a customer-obsessed Customer Success Manager (Internally titled: Technical Account Manager (TAM)) to join our rapidly scaling 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.

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 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

• 3+ years of experiencein 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 40+ accounts and adapt to changing responsibilities.
• 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.
• Proven subject matter expertisein one or more of the following: HR, Payroll, Benefits Administration, or IT.
• Experience at a technology-focused PEO or HRIS company.
• Experience with a multi-product platform.

Additional Information

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email [e-mail]

Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.

A variety of factors are considered when determining someone's compensation - including a candidate's professional background, experience, and location. Final offer amounts may vary from the amounts listed.

This role will receive a competitive salary + variable pay + 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. Don't see your location? Ask your recruiter.

The pay range for this role is:

85,000 - 105,000 USD per year (US Tier 2)

80,000 - 100,000 USD per year (US Tier 3)