Note: The job is a remote job and is open to candidates in USA. Rippling provides a unified platform for managing HR, IT, and Finance systems across the employee lifecycle. The Manager, Customer Success Management will lead a team of Technical Account Managers supporting strategic accounts, driving customer retention, adoption, and satisfaction while developing account strategies, processes, and team culture.
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
Skills
- 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
Benefits
- Bonus
- Benefits
- Equity
Company Overview
Company H1B Sponsorship