Scaled Operations & Success Specialist
Rippling, New York, NY, United States
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.
How you’ll spend your time
80%
Targeted Solutioning & Resolution : Lead the charge on high-priority cases, acting as a project manager to align internal teams and deliver rapid, comprehensive solutions. Navigate complex scenarios to maintain strong customer partnership.
20%
Proactive Health & Optimization : Use data‑driven insights to identify accounts that need guidance before they face hurdles, refine internal processes and improve the experience for all Scaled clients.
What You Will Do
Account Health & Specialized Resolution (80% of role)
Lead End‑to‑End Success Workstreams: Serve as the primary project lead for sensitive account milestones, driving resolution of complex, cross‑departmental challenges from discovery to completion.
Orchestrate Internal Excellence: Act as the central hub between Support, AM, and Product teams, demonstrating total ownership in high‑stakes situations that require swift coordination.
Direct‑to‑Customer Success Liaison: Serve as the polished, authoritative point of contact for Scaled clients navigating complex billing or product configurations, building trust as the customer’s champion.
Strategic Communication: Translate technical or financial complexities into clear, actionable narratives for both client and internal leadership.
Proactive Enablement & Insights (20% of role)
Anticipate & Optimize Trends: Conduct strategic account audits to identify early friction indicators, monitoring health signals to intervene and improve the customer journey proactively.
Empower & Enable for Long‑Term Success Bridge the gap between technical resolution and platform mastery. Lead targeted sessions to ensure customers are technically confident and fully utilizing the Rippling ecosystem.
What You Will Need
Experience: 3+ years in a high‑intensity, customer‑facing role such as Customer Support, Escalations, or Technical Account Management.
The Solution Finder Mindset: Passion for deconstructing complex problems and seeing solutions through to the end.
Project Management Prowess: Proven ability to coordinate dozens of pieces across multiple departments (Legal, Finance, Product) without losing momentum.
Collaborative Communicator: Exceptional ability to drive strong, transparent communications, keeping Account Managers and stakeholders in the loop while managing heavy lifting.
De‑escalation Expertise: Ability to navigate sensitive client conversations with poise, maintaining a firm commercial stance and ensuring the customer feels heard and supported.
Technical Savvy: Comfortable navigating billing systems and CRM (SFDC) reporting to identify data‑driven solutions and trends.
Benefits This role receives a competitive salary, benefits, and equity. Salary ranges:
US Tier 1: 81,900 - 143,325 USD per year
US Tier 2: 73,710 - 128,993 USD per year
US Tier 3: 69,615 - 121,827 USD per year
Equal Opportunity Employer 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.
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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.
How you’ll spend your time
80%
Targeted Solutioning & Resolution : Lead the charge on high-priority cases, acting as a project manager to align internal teams and deliver rapid, comprehensive solutions. Navigate complex scenarios to maintain strong customer partnership.
20%
Proactive Health & Optimization : Use data‑driven insights to identify accounts that need guidance before they face hurdles, refine internal processes and improve the experience for all Scaled clients.
What You Will Do
Account Health & Specialized Resolution (80% of role)
Lead End‑to‑End Success Workstreams: Serve as the primary project lead for sensitive account milestones, driving resolution of complex, cross‑departmental challenges from discovery to completion.
Orchestrate Internal Excellence: Act as the central hub between Support, AM, and Product teams, demonstrating total ownership in high‑stakes situations that require swift coordination.
Direct‑to‑Customer Success Liaison: Serve as the polished, authoritative point of contact for Scaled clients navigating complex billing or product configurations, building trust as the customer’s champion.
Strategic Communication: Translate technical or financial complexities into clear, actionable narratives for both client and internal leadership.
Proactive Enablement & Insights (20% of role)
Anticipate & Optimize Trends: Conduct strategic account audits to identify early friction indicators, monitoring health signals to intervene and improve the customer journey proactively.
Empower & Enable for Long‑Term Success Bridge the gap between technical resolution and platform mastery. Lead targeted sessions to ensure customers are technically confident and fully utilizing the Rippling ecosystem.
What You Will Need
Experience: 3+ years in a high‑intensity, customer‑facing role such as Customer Support, Escalations, or Technical Account Management.
The Solution Finder Mindset: Passion for deconstructing complex problems and seeing solutions through to the end.
Project Management Prowess: Proven ability to coordinate dozens of pieces across multiple departments (Legal, Finance, Product) without losing momentum.
Collaborative Communicator: Exceptional ability to drive strong, transparent communications, keeping Account Managers and stakeholders in the loop while managing heavy lifting.
De‑escalation Expertise: Ability to navigate sensitive client conversations with poise, maintaining a firm commercial stance and ensuring the customer feels heard and supported.
Technical Savvy: Comfortable navigating billing systems and CRM (SFDC) reporting to identify data‑driven solutions and trends.
Benefits This role receives a competitive salary, benefits, and equity. Salary ranges:
US Tier 1: 81,900 - 143,325 USD per year
US Tier 2: 73,710 - 128,993 USD per year
US Tier 3: 69,615 - 121,827 USD per year
Equal Opportunity Employer 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.
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