Customer Success Manager, Mid Market

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