Customer Success Manager, Key Accounts

Key Responsibilities

Client Engagement & Relationship Management

• 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

Strategic Growth Planning

• Partner with the Named Accounts Manager to identify and execute upselling and cross-selling opportunities
• Work with cross-functional teams to assess client technical needs and drive deeper product adoption
• Lead regular business reviews, assess account health, and identify growth areas

Product Collaboration & Enhancement

• 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

Customer Retention & Renewal Strategy

• 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

Incident Management & Escalation

• 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

Reporting & Executive Updates

• 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

Success Metrics & KPIs

• Adoption: Increased product adoption across Rippling product suites
• Retention & Growth: Measure Net Revenue Retention (NRR) and mitigate churn
• Client Satisfaction: Maintain high CSAT scores and develop referenceable accounts
• Engagement & Advocacy: Track on-site meetings, product requests, and product influence

Ideal Candidate Profile

• Experience: Minimum of 6 years in client management or technical account management, ideally within a high-growth SaaS company
• Skills: Exceptional client engagement and relationship-building skills, technical acumen, and ability to collaborate cross-functionally
• Mindset: Strategic thinker, proactive problem-solver, and client advocate who can navigate complex needs
• Advocacy: 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