Customer Success Manager, Mid Market (YC)

About Rippling

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.4B+ from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.

About the role

Rippling is looking for a customer-obsessed Customer Success Manager (internally titled: Technical Account Manager (TAM)) to specifically support our Y-Combinator segment. As part of our dedicated Customer Success organization, you will work closely with a rapidly scaling, oftentimes early-stage customer base to understand their unique needs, demonstrate where Rippling can solve their problems, and help drive their adoption of Rippling’s product suite. You will own the key admin relationships, and be responsible for turning YC-customers into long-term champions, developing account strategy, all while providing an impeccable customer experience along the way. If you are a self-starter, find yourself constantly taking on new challenges, working feverishly until you find solutions, and pride yourself in providing an excellent customer experience, you're in the right place!

The Technical Account Management team manages relationships with Rippling’s growing and complex customers by becoming their trusted Rippling advisor. Our team of 30+ TAMs - spread across more than 15 states in the US - partners cross-functionally from account management to product to engineering and more. Since the TAM team’s inception, we have partnered with hundreds of customers ensuring their adoption of key Rippling products and success on our platform.

Please note we will not be hiring in the San Francisco Bay Area or New York City Metro.

What you will do

• 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.

What you will need

• 3+ years of work experience at a SaaS company in a customer-facing role
• Preferred: Experience working at a technology-focused PEO or HRIS
• Preferred: Experience supporting a scale Book of Business (hundreds of customers)
• 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
• Bonus points for experience with payroll, health insurance, HRIS, or IT

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.

This role will receive a competitive salary + bonus+ 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.

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 below.

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