Senior Customer Success Manager, Key Accounts

Rippling is the first way for businesses to manage all of their HR & IT in one unified workforce platform. The Senior Customer Success Manager will act as a trusted advisor for key accounts, managing relationships and driving customer satisfaction, retention, and growth.

Responsibilities:

• Build and maintain strong, strategic relationships with decision-makers and key stakeholders
• Act as the primary point of contact, ensuring seamless, high-touch support and delivering a "white glove" experience
• Meet onsite with clients quarterly to strengthen relationships and review business alignment
• Partner with the Named Accounts Manager to identify and execute upselling and cross-selling opportunities
• Work with the cross-functional teams to assess client technical needs and drive deeper product adoption
• Lead regular business reviews, assess account health, and identify growth areas
• Serve as a conduit between clients and Rippling’s Product teams, offering feedback to guide product improvements
• Project-manage client requests to resolution and support product rollouts
• Hold monthly product meetings with product managers and execs to track commitments and progress on product feature requests
• Support renewal discussions by showcasing the value Rippling has delivered, leveraging ROI insights
• Collaborate with Named Accounts Manager to mitigate potential risks and strategize for long-term retention
• Provide executive sponsors with weekly updates on account health, renewal risks, and strategic opportunities
• Act as the escalation contact for critical incidents impacting Key Accounts
• Collaborate with Support and Engineering to ensure rapid resolution, delivering full root-cause analyses (RCA) post-incident
• Proactively communicate with clients during high-impact issues, maintaining transparency
• Provide high-level reporting on account health, issue resolution, and product adoption for clients and internal leadership
• Present quarterly business reviews (QBR) of customers to execs, reporting on key metrics and strategic opportunities

Requirements:

• Minimum of 6 years in client management or technical account management, ideally within a high-growth SaaS company
• Exceptional client engagement and relationship-building skills
• Technical acumen
• Ability to collaborate cross-functionally
• Strategic thinker
• Proactive problem-solver
• Client advocate who can navigate complex needs
• Clear understanding of customer needs, process, impact and be able to present asks at an executive level
• Willingness to travel at least once a quarter to customer HQ or Rippling HQ
• Candidates who currently reside in either an EDT or CDT state