Customer Success Manager

Rippling is a company that provides a unified workforce platform for managing HR and IT functions. The Customer Success Manager will manage a portfolio of about 250 customers, focusing on building relationships and driving adoption while ensuring customer satisfaction and growth.

Responsibilities:

• 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

Requirements:

• 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 prioritization, time management, and follow-through in a fast-paced environment
• Analytical and creative problem-solving skills; able to diagnose issues, weigh tradeoffs, and guide customers toward practical solutions
• Comfort learning and explaining technical or multi-product software, even when the customer problem is complex