Note: The job is a remote job and is open to candidates in USA. Rippling is a company that provides a comprehensive platform for managing HR, IT, and Finance. They are seeking a Customer Success Manager to support their Y-Combinator segment, focusing on building long-term customer relationships and driving product adoption.
Responsibilities
- Manage a high-volume book of business consisting of hundreds of early-stage Y Combinator customers, delivering a personalized, white-glove customer experience at scale through many success strategies
- Guide customers through critical milestones including onboarding, open enrollment, year-end payroll, fundraising, and ongoing growth while building trusted, long-term partnerships
- Drive product adoption and customer outcomes by educating clients on best practices, new product releases, and the full Rippling platform to maximize value
- Serve as the primary escalation point for critical customer issues, partnering with Support and Engineering to drive rapid resolution, communicate proactively, and deliver post-incident root cause analyses
- Thrive in ambiguity by helping define and scale success for Rippling's growing Y Combinator segment, continuously testing, iterating, and building new playbooks and scalable customer success strategies
- Partner cross-functionally with Product, Engineering, Support, and Account Management to advocate for customers, improve workflows, identify product enhancements, and support renewal and expansion opportunities
- Develop deep expertise in customers' HR, payroll, benefits, and IT workflows, translating customer insights into scalable processes, best practices, and continuous improvements across the business
Skills
- 3+ years of work experience at a SaaS company in a customer-facing role
- Stellar written and verbal communication skills
- Track record of building strong customer relationships
- Hunger to work extremely hard on a growing team
- Flexibility with changing job duties and responsibilities
- Excellent at time management, prioritizing tasks and adapting on a day to day basis
- Passion for training both customers and internal teams
- Interest in actively working with product and engineering teams
- Experience working at a technology-focused PEO or HRIS
- Experience supporting a scale Book of Business (hundreds of customers)
- Bonus points for experience with payroll, health insurance, HRIS, or IT
Benefits
- Competitive salary + bonus+ benefits + equity
- Working in the office, at least three days a week under current policy, to be an essential function of the employee's role
Company Overview
Company H1B Sponsorship