Customer Success Manager, Key Accounts

About Rippling Rippling is the first way for businesses to manage all of their HR & IT—payroll, benefits, computers, apps, and more—in one unified workforce platform. By connecting every workforce system to a single source of truth for employee data, businesses can automate all of the manual work they normally need to do to make employee changes. Take onboarding, for example. With Rippling, you can just click a button and set up a new employee’s payroll, health insurance, work computer, and third-party apps—like Slack, Zoom, and Office 365—all within 90 seconds. Based in San Francisco, CA, Rippling has raised $450M from the world’s top investors—including Kleiner Perkins, Founders Fund, and Sequoia—and was named one of America's best startup employers by Forbes (#12 out of 500) and the fastest-growing private company in the Bay Area by the San Francisco Business Times. About the role Rippling is looking for a customer-obsessed CSM ( internally titled: Technical Account Manager - TAM ) to join our Key Accounts TAM team. As a Key Accounts Technical Account Manager at Rippling, you will be a trusted advisor for our most valuable clients, managing strategic relationships and delivering an exceptional customer experience. You’ll work with a small portfolio of 3-4 enterprise accounts to drive satisfaction, retention, and growth, aligning Rippling’s solutions with the client’s strategic goals. The Key Accounts TAM will collaborate closely with the Named Accounts team, Product, Engineering, and Support to address client needs, tackle challenges, and maximize product adoption and impact. You will own the key admin relationships, and be responsible for turning customers into long-term champions, developing account strategy, and enabling Rippling’s key accounts, all while providing an impeccable customer experience along the way. If you are a self-starter, find yourself constantly taking on new challenges, working diligently until you find solutions, and pride yourself in providing an excellent customer experience, you're in the right place! Note - this opening will primarily be working with EDT customers , and we will be preferring candidates who currently reside in either an EDT or CDT state. 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 the 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 repor