Senior Customer Success Manager, Key Accounts

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 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-functionall