# Customer Success Associate

**Company:** [Rippling](https://hotfix.jobs/companies/rippling)
**Location:** Remote
**Role:** Customer Success
**Salary:** $45k – $70k/yr
**Experience:** 0+ years
**Skills:** Customer Success, Account Management, SaaS, Renewals, Cross-Selling, Upselling, product adoption, Customer Retention, CRM, Salesforce
**Posted:** 2026-07-31

> Support a high-volume book of SMB customers at Rippling as the primary point of contact. Drive product adoption, resolve issues, manage renewals, identify expansion opportunities, and hit retention/expansion metrics in a fast-paced pooled success model. Ideal for early-career candidates with 6mo-2yr customer-facing SaaS experience.

## Job Description

## 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.

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