Enterprise Customer Success Manager

Overview At RippleMatch, we’re looking for a seasoned Enterprise Customer Success Manager to partner with our most strategic employer clients and ensure they realize the full value of our platform. In this role, you’ll own a portfolio of enterprise accounts with the freedom and responsibility to shape strategy, build deep relationships, and drive meaningful growth for our customers. This position goes beyond traditional Customer Success. You’ll operate with our customers as both a strategist and a trusted extension of their team—refining their recruiting approach, uncovering opportunity, and expanding their impact through RippleMatch’s AI-driven recruitment platform. The heart of this role is driving retention and growth at a best-in-class level, ensuring customers realize sustained value while contributing directly to RippleMatch’s long-term success. Succeeding here demands curiosity, strong relationship instincts, and the ability to balance high-level advisory work with the hands-on involvement required to help partners achieve and expand their goals. What you’ll do Own a portfolio of 25–30 accounts, shaping relationships with a high-touch, strategic approach that drives strong retention and growth. Lead the customer experience end-to-end, implementing strategies that elevate partnerships and maximize long-term impact. Drive adoption of RippleMatch’s AI-driven platform, consistently optimizing for ROI and guiding customers to unlock new value. Partner with Account Managers on renewals and expansion opportunities, aligning customer needs with RippleMatch’s suite of solutions. Act as a trusted advisor, helping customers refine recruitment processes while serving as an expert in both the RippleMatch platform and Emerging Talent practices. Build deep, trusted relationships across customer organizations—from day-to-day users to senior executives. Proactively identify risks to account health, addressing challenges early to ensure stronger outcomes. Lead Executive Business Reviews and other strategic milestones, engaging decision-makers to align on and reinforce the value of RippleMatch partnerships. Collaborate cross-functionally with Product Success, Growth, Account Management, and Product to champion customer health and reflect RippleMatch’s agility and innovation. Who you are A seasoned Customer Success professional with 5+ years of SaaS experience, including at least 3 years managing an enterprise book of business. A self-starter with relentless curiosity and a strong desire to win — you thrive in environments where playbooks are still being written and solutions demand creativity, adaptability, and persistence. Your track record speaks for itself: you consistently maintain 90%+ GRR by driving adoption, delivering measurable ROI, and contributing to strong NDR through customer growth and expansion. Communication is one of your top strengths: you engage executives with credibility, translate data into compelling stories, and guide customers through complex products with ease. A trust-builder, you establish rapport quickly, navigate tough conversations with confidence, and turn customers into long-term advocates. You thrive as a product expert, confidently representing the platform in any context—from training and troubleshooting to pitching growth opportunities. Proactivity comes naturally: you’re a strategic thinker who spots risks and opportunities early and turns plans into tangible results. Comfortable in fast-moving, ambiguous environments, you balance multiple priorities without losing focus on what drives the greatest impact. Bonus points if you bring expertise in HR tech, AI-driven solutions, or early career recruitment. The salary range for this position is $120,000 to $150,000 OTE, depending on relevant experience, in accordance with New York City pay transparency requirements. Culture & Perks At RippleMatch, we understand that our success stems from the people we have on board, which is why we invest heavily in our team’s well-being and growth. We offer a full slate of perks including equity, paid vacation, a pre-tax commuter program, discounted Citi Bike and Peloton Memberships, and comprehensive FREE healthcare benefits. We foster a culture of constant self-improvement, ownership, and positivity. We are a tight-knit team that works hard, celebrates wins, and cares deeply about changing the way finding a job works. We believe the future of work is flexible by design, and our hybrid culture reflects that. Roles can be worked from anywhere, and many team members are fully remote. We also value in-person collaboration for those within commuting distance of our Union Square headquarters, with a pattern of in-office presence Tuesday–Thursday. We support remote and in-office time with monthly virtual events and in-person gatherings to maintain strong team bonds. RippleMatch is a proud equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information. Seniority level Mid-Senior level Employment type Full-time Job function Enterprise Customer Success Industries Staffing and Recruiting Referrals increase your chances of interviewing at RippleMatch by 2x New York, NY #J-18808-Ljbffr