Customer Success Associate

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.

Compensation

This role will receive a competitive salary + 10% annual variable + benefits + equity.