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Customer Success Manager


1 month ago

Job type: Full-time

Hiring from: USA Only

Category: Customer Service

About Rippling
Rippling is the first way for businesses to manage their HR & IT — from payroll and benefits, to employee computers and apps — all in one, modern system.
In just 90-seconds, a company can set up (or disable) an employee’s payroll, health insurance, work computer, and third-party apps, like Gmail, Microsoft Office, and Slack. It’s the only platform that truly unifies every employee system, and automates all of the administrative work.
Rippling is headquartered in San Francisco and has raised over $200 million from top-tier investors, including Founders Fund, Kleiner Perkins, Initialized Capital, Threshold Ventures, and Y Combinator.
About The Role

We are Rippling’s sherpas – both for our customers and colleagues.We bring our customers along on the journey as we rapidly enhancement and expand the first-of-a-kind employee management platform. We champion the voice of the customer within the company.

We're a growing team with massive personal development opportunities. So the role is open to less experienced rising stars – as well as experienced professionals looking to take on leadership roles in the future.

What You'll Do
  • Build our team!
    • develop and experiment with new customer experiences and processes
    • refine and improve our CSM toolkit
  • Own a growing book of business:
    • manage the customer relationship post-implementation
    • manage renewals and customer retention
    • manage support escalations and critical issue triage
    • manage cross-sale opportunities and qualify sales referrals
  • Drive customer adoption of key features and best practices:
    • conduct business reviews and usage audits with customer leadership
    • deeply understanding your customers’ use cases and align them to best practices
    • support change management through scaled collateral and engagements
  • Share the wealth of customer knowledge you're building:
    • collaborate closely with Sales and Marketing to celebrate customer champions and references
    • collaborate closely with Product, Engineering, and Product-Marketing to improve the product and launch new features
  • Pitch in on all sorts of things – never not your problem!
  • 2+ years of SaaS experience in customer success, account management, or implementation
  • Ruthless prioritization and time management
  • Passion for helping customers and colleagues
  • Stellar written and verbal communication skills
  • Interest in actively working with product and engineering teams
  • Strong attention to detail and ability to solve complex, interdependent problems
  • Flexible to scaling and changing organizations, responsibilities

If you don’t necessarily meet all of the requirements listed here, we still encourage you to apply because skills can be used in lots of different ways, and your life experience is equally important sometimes.

  • Medical, Dental, Vision, FSA, HSA, Commuter, Life and Disability Benefits 
  • Uncapped PTO
  • Flexible work hours
  • Generous parental leave
  • Transgender health insurance coverage
  • Great compensation package (salary, equity)
  • Meeting-light culture
Rippling is an equal opportunity employer.

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place: USA Only.

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