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

The Scaled Customer Success team owns retention and growth in our SMB segment, which is our highest volume, fastest growing customer base.  This team has to efficiently cover a lot of ground: post-onboarding customer experience, ongoing enablement, key milestone outreach, escalations, product add-ons, and contract renewals.Leading this team will challenge your ability to transition from high level operational strategy and automation investment to tactical account level escalations and opportunities on a daily basis.  The ideal candidate is one part growth / CX operations expert, one-part experienced sales manager.

What You'll Do

• Own the segment roll-up number for retention, growth
• support renewals, cross-sales, and escalations
• drive customer adoption of key features and best practices
• collaborate with Product Marketing for cross-sale and new feature launch playbooks
• collaborate with Product to incorporate voice of the customer
• partner with Support to reduce escalations, increase CSAT
• Instrument and scale CSM processes:
• measure impact and prioritize CX lifecycle events
• instrument CSM workflows and create daily / monthly dashboards
• Develop team onboarding and enablement
• formalize Scaled CSM onboarding
• develop ongoing team training and skills assessment

• 5+ years of SaaS experience in customer success, account management, or sales management
• 1+ years of people management experience; passion for supporting colleagues' growth and career progress
• Expertise in CSM toolset and outreach automation; product mindset
• Ruthless prioritization and time management
• 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.

Benefits

• 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.