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About the Role

This role is the primary driver for ensuring our Scaled customer segment achieves a seamless, high-value experience on Rippling. You are the strategic lead for navigating complex account milestones and specialized technical scenarios. As a Success Operator, you act as a cross-functional project manager to resolve friction points and ensure every account is positioned for a frictionless renewal.

Responsibilities

• Lead End-to-End Success Workstreams: Serve as the primary project lead for sensitive account milestones.
• Drive the resolution of complex, cross-departmental challenges from discovery to completion.
• Act as the central hub between Support, AM, and Product teams.
• Demonstrate total ownership in high-stakes situations where swift coordination is essential to a healthy partnership.
• Act as the polished, authoritative point of contact for Scaled clients navigating complex billing or product configurations.
• Build trust by serving as the customer’s dedicated champion and technical navigator inside Rippling.
• Translate technical or financial complexities into clear, actionable narratives for both the client and internal leadership.
• Conduct strategic account audits to identify early indicators of friction.
• Monitor health signals to intervene and improve the customer journey proactively.
• Bridge the gap between "technical resolution" and "platform mastery."
• Lead targeted sessions to ensure customers are technically confident and fully utilizing the Rippling ecosystem.

Requirements

• 3+ years in a high-intensity, customer-facing role such as Customer Support, Escalations, or Technical Account Management.
• Passion for deconstructing complex problems and seeing a resolution through to the very end.
• Proven ability to act as a project manager, coordinating dozens of moving pieces across multiple departments (Legal, Finance, Product) simultaneously without losing momentum.
• Exceptional ability to drive strong, transparent communications.
• Know how to keep Account Managers and stakeholders "in the loop" while managing the heavy lifting of a resolution.
• Exceptional ability to navigate sensitive client conversations with poise, maintaining a firm commercial stance while ensuring the customer feels heard and supported.
• Comfortable navigating complex billing systems and CRM (SFDC) reporting to identify data-driven solutions and trends.

Skills

• Project Management
• Communication
• De-escalation
• Technical Savvy
• Billing Systems
• CRM (SFDC) Reporting

Location

• CST
• EST

Work Type

• Hybrid
• Remote

Experience Level

• 3+ years

Salary/Compensations

• Competitive salary + benefits + equity

Benefits

• Competitive salary + benefits + equity

About the Company

• Rippling highly values having employees working in-office to foster a collaborative work environment and company culture.
• For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.

Equal Opportunity

• Rippling is an equal opportunity employer.
• We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accommodations@rippling.com