Customer Success Associate

About Rippling

Rippling is the first way for businesses to manage all of their HR & IT—payroll, benefits, computers, apps, and more—in one unified workforce platform.

By connecting every business system to one source of truth for employee data, businesses can automate all of the manual work they normally need to do to make employee changes. Take onboarding, for example. With Rippling, you can just click a button and set up a new employees’ payroll, health insurance, work computer, and third-party apps—like Slack, Zoom, and Office 365—all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.2B from the world's top investors—including Kleiner Perkins, Founders Fund, Sequoia, Bedrock, and Greenoaks—and was named one of America's best startup employers by Forbes (#12 out of 500).

About the role

As a Customer Success Associate (internally titled “Technical Account Associate”), you will support a high-volume book of business of about 4,000 accounts through a pooled success model. You’ll help customers improve product engagement, resolve account questions, navigate renewals, and understand how Rippling can better support their business.

This is a fast-paced, customer-facing role for someone who is curious, resourceful, comfortable on the phone, and motivated by measurable outcomes. You’ll work across a large book of customers, using judgment and data to prioritize where to spend time. The right person is a go-getter who can juggle competing priorities, learn quickly, ask strong questions, and create value across many customer relationships at once.

This role is a strong fit for someone early in their customer success career who wants to build commercial, relationship-building, and product advisory skills at scale. 

Please note: We are not currently able to consider or hire any candidates located in the greater San Francisco Bay Area or New York City Metropolitan Area.

What you will do

• Support a large, high-volume book of SMB customers in a pooled model, helping customers adopt Rippling, resolve questions, and get more value from the platform.
• Act as a key point of contact for customer needs, including product questions, account escalations, renewal conversations, and at-risk customer situations.
• Proactively reach out to customers based on engagement signals, renewal timing, product usage, customer health, and business opportunity.
• Ask thoughtful discovery questions to understand customer goals, current workflows, pain points, and opportunities to improve how they use Rippling.
• Help customers connect Rippling’s value to their business needs, including adoption, retention, workflow improvements, and potential expansion opportunities.
• Identify and surface cross-sell, upsell, and qualified sales opportunities to the appropriate internal partners.
• Guide customers through account setup, implementation steps, trainings, and best-practice recommendations as needed.
• Use data and judgment to prioritize your time across a large customer base and focus on the accounts where you can have the greatest impact.
• Partner with Customer Success Managers, Sales, Support, Training, and other internal teams to improve customer outcomes and internal processes.
• Build product expertise and become a reliable resource for customers navigating Rippling’s platform.

Who you are

• Comfortable talking to customers and enjoy creating conversations that uncover what they need.
• Curious and willing to ask questions about a customer’s business, systems, priorities, and pain points.
• Motivated by goals, metrics, and the opportunity to contribute to retention, expansion, and customer growth.
• Energized by high-volume environments and can stay organized while managing many competing priorities.
• Resourceful and can figure out next steps even when there is ambiguity or no perfect playbook.
• Dependable, responsive, and willing to take ownership of customer issues from start to finish.
• Collaborative and know when to bring in the right internal partner while still keeping the customer experience moving.
• Excited to learn a product deeply and translate that knowledge into practical recommendations for customers.

What you will need

• 6 months - 2 years of experience in customer success, elevated customer support, account management, sales, implementation, or another customer-facing B2B role in SaaS.
• Strong communication skills, especially over the phone, video, and written channels.
• Strong organization and time management skills, with the ability to manage a high-volume workload.
• Demonstrated initiative, follow-through, and accountability for outcomes.
• Analytical and creative problem-solving skills.
• Ability to learn software quickly and explain product functionality in a clear, customer-friendly way.
• Comfort working toward measurable goals such as retention, renewals, product adoption, expansion, qualified opportunities, or customer engagement.
• Ability to work cross-functionally with Sales, Support, Customer Success, Training, and Product teams.

Additional Information

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

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.

A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed.

This role will receive a competitive salary + 10% annual variable + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here. Don't see your location? Ask your recruiter.

This role will receive a competitive salary + variable pay + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.