Associate Customer Success Manager - Remote

Rippling; United States; On-site; USD 80,000 - 105,000; Full time

Job summary

Rippling is seeking a customer-obsessed Technical Account Manager (internally titled TAM) to join our rapidly scaling Customer Success team. You will own key admin relationships, drive adoption of Rippling’s product suite, and turn customers into long-term champions through strategic account planning and exceptional service.

You will work with a global TAM team to deliver proactive technical guidance, cross-functional collaboration, and best-practice enablement, ensuring customer success across

Qualifications

• 3+ years in a technical, customer-facing role at a B2B SaaS company.
• Experience managing a portfolio of 40+ accounts.
• Strong problem-solving and technical troubleshooting skills.
• Excellent written and verbal communication with customers.
• Experience resolving complex customer escalations.
• Passion for training both customers and internal teams.
• Bonus: subject matter expertise in HR, Payroll, Benefits Administration, or IT.
• Bonus: experience at a technology-focused PEO or HRIS company.

Responsibilities

• Act as a trusted technical and strategic advisor across Rippling’s platform, including payroll, benefits, HR.
• Provide proactive technical consultation to optimize workflows and adoption of new features.
• Serve as primary escalation point for critical issues with cross-functional teams.
• Build long-term client relationships and guide them through enrollment and payroll milestones.
• Identify add-on opportunities and support renewal negotiations with Account Managers.
• Master the Rippling product suite and interdependencies of offerings.
• Understand customer needs and advise on effective Rippling solutions.

Skills

Technical account management

Customer success

SaaS

Account portfolio management

Problem-solving

Communication

Escalation management

Training customers

HRIS

Payroll

Job description

About Rippling

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 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 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.
• Bonus points for:
• Proven subject matter expertise in 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.

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)