Customer Success Manager

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.

Nice-to-Haves

• A relationship builder who is energized by talking to customers, asking questions, and uncovering what really matters to their business.
• Commercially driven and comfortable owning revenue outcomes, including renewals, expansion, cross-sell, upsell, and qualified opportunity creation.
• A proactive problem solver who can operate without a perfectly defined playbook and still move work forward.
• Highly organized and know how to manage a large book of business where not everything can receive equal attention every week.
• Confident on the phone and in customer conversations, especially when navigating ambiguity, resistance, or competing priorities.
• Curious about how businesses operate and can connect product functionality to operational goals and ROI.
• Fully accountable for outcomes and are motivated by goals, metrics, and doing excellent work.
• Collaborative and can pull the right internal teams together without losing ownership of the customer experience.

Compensation / Benefits

• Competitive salary + 10% annual variable + benefits + equity.
• The salary for US-based employees will be aligned with one of the ranges below based on location.