Senior Customer Success Manager

| Greater NYC Area | Remote
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Working at RippleMatch:

At RippleMatch, we are building the recruitment automation platform changing how Gen Z finds work. The current status quo of finding a first job is broken: Traditional career services and job boards with millions of postings aren't very helpful, and figuring out where to begin your career is a difficult and overwhelming decision. It's also not a fair contest. For many Gen Z candidates, opportunity is limited based on where they attend school and their personal networks.

By replacing job boards with matching and automation, RippleMatch eliminates the most time-intensive parts of the recruitment process for both employers and job seekers. Leading employers such as Amazon, eBay, and Teach For America leverage RippleMatch to build diverse, high-performing teams and Gen Z job seekers across the country trust RippleMatch to launch and grow their careers.

Since launching RippleMatch from a college dorm room in 2016, we've raised $79 million in venture funding (most recently, our $45m Series B), helped tens of thousands of users find jobs, expanded to 1,500+ colleges & universities, and brought on hundreds of leading employers as customers. Our tight-knit team of 130+ (& growing!) talented people work hard, celebrate wins, and care deeply about changing the way finding a job works.


The Role:

We are hiring an experienced Enterprise Customer Success Manager to work with our recruitment partners to maximize their return and experience on RippleMatch. The Enterprise Customer Success Manager sits at the center of our organization, helping to evaluate product usage, hiring results, and account health to execute on renewals and partnerships, maintaining one of our most important company-wide metrics.


What you'll do:

  • Manage a book of around 35 annual enterprise accounts from implementation through adoption and eventually to renewal and growth
  • Identify areas of opportunity for growing accounts by incorporating new product lines or finding other areas of expansion
  • Mastermind the customer journey with RippleMatch and serve as the main point of contact responsible for making that experience as positive as possible
  • Consistently evaluate customer ROI and effectively design strategic moves to delight customers and move accounts forward at every juncture
  • Design and execute on Executive Business Reviews and other strategic lifecycle moments with customers
  • Train users on the RippleMatch and serve as the first line of defense for customer issues and requests
  • Collaborate internally with the Product Success, Account Management, Product, and Product Marketing teams to help improve customers' health


Who you are:

  • A proactive customer-facing professional with 3+ years of experience working in a Customer Success role on enterprise accounts and a track record of excellence
  • An excellent communicator and expert in helping advise customers on how best to use a nuanced product
  • A relationship-builder who can roll with the punches of customer-facing work and build strong bonds with both users and leaders of teams
  • A resilient hard worker who never gives up and is always looking for ways to improve
  • A quick learner who ideally has knowledge of the recruitment, talent acquisition or HR tech space in general
  • Someone with excellent organizational skills and the ability to move quickly while managing tight deadlines and multiple projects simultaneously


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 Class Pass memberships, and — our favorite thing — comprehensive FREE healthcare benefits. We work hard to foster a culture of constant self-improvement, true ownership, and positivity. At our core, we are a tight-knit team that works hard, celebrates wins, and cares deeply about changing the way finding a job works. We are going to fundamentally transform the hiring landscape and won’t settle for anything less.

RippleMatch is a remote-first company. We believe in helping to shape the future of work and creating accessibility to a great working environment for all, regardless of location.  Our physical office is conveniently located near Union Square in New York City and all RippleMatch team members are encouraged to work remotely or come into the office as much as they want or not at all. To ensure the health and safety of our team, RippleMatch does require proof of vaccination for all team members.

We believe in maintaining a culture that can cut across distance to suit our employees who choose to be remote as well as those who prefer to come in office. We host monthly virtual events as well as monthly in-person events, team-wide virtual activities every month like Wellness Challenges, and a time to hear from our founders regularly regardless of location. Creating strong bonds between RippleMatch team members means a lot to us and, while we know that this can be done remotely, we also invest heavily in creating opportunities to make sure remote employees get plenty of in-person time. We offer in-person onboarding, travel benefits and virtual team building activities like the ones above!

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.

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Location

The RippleMatch office is conveniently located in the Flatiron District, often referred to as the main hub of the NYC tech scene.

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