# Customer Success Manager

**Company:** [Rippling](https://hotfix.jobs/companies/rippling)
**Location:** Remote
**Role:** Customer Success
**Salary:** $80k – $105k/yr
**Experience:** 3+ years
**Skills:** Customer Success, technical account management, SaaS, HRIS, Payroll, Benefits Administration, hr, it, technical troubleshooting, escalation management, Cross-Functional Collaboration, product adoption, renewal negotiations, b2b
**Posted:** 2025-12-08

> Own a book of B2B SaaS customers as their trusted advisor on Rippling's HR, payroll, benefits, and IT platform. Provide technical consultation, drive adoption and renewals, resolve escalations, and build long-term relationships while managing 40+ accounts.

## Job Description

## What you will do
- Act as a trusted technical and strategic advisor by becoming a subject matter expert across Rippling’s entire platform, including complex and regulated fields like payroll, benefits administration, and HR.
- Provide proactive technical consultation to help customers optimize their workflows, implement best practices, and increase adoption of new features.
- Serve as a primary escalation point for critical customer issues, working cross-functionally with internal Support, Product, and Engineering teams to drive rapid resolution and provide comprehensive root-cause analyses.
- Build long-term relationships by owning a book of clients, guiding them through key milestones such as open enrollment and year-end payroll filing.
- Identify and qualify add-on opportunities and support renewal negotiations in partnership with your Account Manager counterparts.
- Master the Rippling product suite and the nuances of how our offerings work together.
- Work directly with customers to understand their core business needs and advise on the most effective Rippling solutions.

## What you will need
- 3+ years of experience in a technical, customer-facing role supporting a dedicated book of business at a B2B SaaS company (e.g., Technical Account Manager, Customer Success Manager, Account Manager, etc.).
- Demonstrated ability to manage a portfolio of 40+ accounts and adapt to changing responsibilities.
- Exceptional problem-solving and technical troubleshooting skills.
- Stellar written and verbal communication skills with a track record of building strong customer relationships.
- Hands-on experience resolving complex customer escalations.
- Passion for training both customers and internal teams.

## Bonus points for
- Proven subject matter expertise in one or more of the following: HR, Payroll, Benefits Administration, or IT.
- Experience at a technology-focused PEO or HRIS company.
- Experience with a multi-product platform.

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