Scaled Operations & Success Specialist

How you’ll spend your time

80% Targeted Solutioning & Resolution: Lead high-priority cases, acting as a project manager to align internal teams and deliver rapid, comprehensive solutions. Navigate complex scenarios to ensure the customer’s partnership with Rippling remains strong.

20% Proactive Health & Optimization: Use data-driven insights to identify accounts that need additional guidance before they face hurdles. Monitor key health indicators, such as support ticket patterns and product engagement. Reach out to customers to resolve potential frustrations and improve account health.

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. Drive the resolution of complex, cross-departmental challenges from discovery to completion.
• Orchestrate Internal Excellence: Act as the central hub between Support, AM, and Product teams. Demonstrate total ownership in high-stakes situations where swift coordination is essential.
• Direct-to-Customer Success Liaison: Act as the polished, authoritative point of contact for Scaled clients navigating complex billing or product configurations. Build trust by serving as the customer’s dedicated champion and technical navigator inside Rippling.
• Strategic Communication: Translate technical or financial complexities into clear, actionable narratives for both the client and internal leadership.

Proactive Enablement & Insights (20% of Role)

• Anticipate & Optimize Trends: Conduct strategic account audits to identify early indicators of friction. Monitor 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 a resolution through to the very end; thrive on finding the "path to yes."
• Project Management Prowess: Proven ability to act as a project manager, coordinating dozens of moving pieces across multiple departments (Legal, Finance, Product) simultaneously without losing momentum.
• Collaborative Communicator: Exceptional ability to drive strong, transparent communications. Keep Account Managers and stakeholders "in the loop" while managing the heavy lifting of a resolution.
• De-escalation Expertise: Exceptional ability to navigate sensitive client conversations with poise, maintaining a firm commercial stance while ensuring the customer feels heard and supported.
• Technical Savvy: Comfortable navigating complex billing systems and CRM (SFDC) reporting to identify data-driven solutions and trends.