# Customer Success Manager, Key Accounts

**Company:** [Rippling](https://hotfix.jobs/companies/rippling)
**Location:** Remote
**Role:** Customer Success
**Salary:** $145k – $185k/yr
**Experience:** 6+ years
**Skills:** SaaS, Client Relationship Management, Technical Account Management, Upselling, Cross-Selling, Product Adoption, Business Reviews, Qbr, Root Cause Analysis, Executive Communication
**Posted:** 2026-01-22

> Manage strategic relationships with 3-4 enterprise Key Accounts as a trusted advisor, driving satisfaction, retention, and growth through quarterly onsite meetings, product adoption, and executive-level engagement.

## Job Description

## 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

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