Enterprise Customer Success Manager

Working at RippleMatch:
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.RippleMatch is changing the way Gen Z finds work.

Our recruitment platform leverages AI to automate inbound applicant review and outbound sourcing, matching candidates to the right roles and eliminating the most time-intensive parts of the recruitment process for both sides. Leading employers 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 $88 million in venture funding – including from prominent investors like Goldman Sachs – helped tens of thousands of users find jobs, expanded to 1,700+ colleges & universities, and brought on hundreds of leading employers as customers (such as EY, eBay, MongoDB, and more). Our tight-knit lean team of talented people work hard, celebrate wins, and care deeply about changing the way finding a job works.

The Role:
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.

This is an opportunity to join RippleMatch at a pivotal stage. You'll report directly to the VP of Customer Success, shape partnerships with leading employers, collaborate with a dynamic team, and have a direct impact on our growth as we reinvent how the next generation finds work.

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 — 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.

We believe that the future of work is flexible by design, and our hybrid culture reflects that belief. Roles at RippleMatch have the opportunity to be worked from anywhere, and many members of the RippleMatch team are fully remote. However, we believe strongly in the benefits of in-person relationships and prioritize being together for those within commuting distance of our Union Square headquarters. Team members come into the office Tuesday through Thursday each week to foster collaboration, build relationships, and strengthen our culture face-to-face.

We maintain a culture that can cut across distance to suit our employees who choose to be remote as well as those who come into the office. We host monthly virtual events as well as monthly in-person events, team-wide virtual activities every month like Wellness Challenges, and time to hear from our leadership team 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.

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.