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Manager, Customer Success Management

Rippling· Customer Success
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Remote$130k - $170kfull-timePosted 10mo ago

About the role

Leader of the Customer Success Management team (internally called Technical Account Manager, TAM) responsible for guiding a team of TAMs serving strategic accounts, developing account strategy, driving adoption, and ensuring exceptional customer experience and retention.

Responsibilities

  • Manage a team of highly motivated, customer-focused TAMs to ensure the overall health and satisfaction of strategic accounts in our broker partner channel
  • Thought partner with TAMs and build playbooks for effective customer strategy
  • Develop senior-level relationships with customers
  • Serve as a point of escalation for team’s accounts
  • Ensure the team is trained and confident in Rippling product capabilities
  • Own ongoing TAM account assignments
  • Participate in recruiting process, from sourcing to hire
  • Drive customer adoption of key features and best practices
  • Meet with team members weekly to stay close on updates for key accounts
  • Performance manage to ensure your team’s success
  • Partner cross-functionally to advocate for your team’s customer and partner needs
  • Collaborate with Product to incorporate voice of the customer into Rippling’s roadmap
  • Partner with other team leaders to ensure the customer is supported in times of escalation
  • Partner with Support to mitigate escalations
  • Collaborate with other team leaders to strategize on customer support for major lifecycle events
  • Build TAM team processes and culture
  • Measure team impact and prioritize CX lifecycle events
  • Constantly iterate and improve TAM workflows and optimize process inefficiencies
  • Collaborate with leadership team on quarterly kickoffs, offsites, team building events, and more to foster a strong team culture

Qualifications

  • 5+ years of SaaS experience in customer-facing role
  • 2+ years of management experience; passion for supporting and guiding a team’s growth, career progress, and job performance
  • Expertise in account management and customer success best practices
  • Ruthless prioritization and time management
  • Boundless energy to help your team and your customers...all with a “can-do” attitude!
  • Strong attention to detail and ability to solve complex, interdependent problems
  • Flexibility to thrive in a fast paced organization with dynamic responsibilities
  • Bonus: 1+ years of experience in HR, Payroll or Insurance Brokerage

Skills

Required:Team managementAccount management

Benefits

  • competitive salary + bonus + benefits + equity
  • equity
  • health benefits
Last updated Sep 23, 2026. Interested? Apply on the company site.
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About Rippling

#1 Workforce Management System | HR, IT, Finance

Rippling eliminates the friction from running a business, combining HR, IT, and Finance apps on a unified data platform.

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