[Remote] Scaled Operations & Success Specialist

Note: The job is a remote job and is open to candidates in USA. Rippling is a company that provides a unified platform for managing HR, IT, and Finance. They are seeking a Scaled Operations & Success Specialist who will lead customer success initiatives, ensuring a seamless experience for their Scaled customer segment by navigating complex account scenarios and optimizing account health.

Responsibilities

• Lead End-to-End Success Workstreams: Serve as the primary project lead for sensitive account milestones. You will 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. You demonstrate total ownership in high-stakes situations where swift coordination is essential to a healthy partnership
• Direct-to-Customer Success Liaison: Act as the polished, authoritative point of contact for Scaled clients navigating complex billing or product configurations. You 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
• Anticipate & Optimize Trends: Conduct strategic account audits to identify early indicators of friction. You will 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." You will lead targeted sessions to ensure customers are technically confident and fully utilizing the Rippling ecosystem

Skills

• 3+ years in a high-intensity, customer-facing role such as Customer Support, Escalations, or Technical Account Management
• You have a passion for deconstructing complex problems and seeing a resolution through to the very end, you thrive on finding the 'path to yes
• Proven ability to act as a project manager, coordinating dozens of moving pieces across multiple departments (Legal, Finance, Product) simultaneously without losing momentum
• Exceptional ability to drive strong, transparent communications. You know how to keep Account Managers and stakeholders 'in the loop' while managing the heavy lifting of a resolution
• Exceptional ability to navigate sensitive client conversations with poise, maintaining a firm commercial stance while ensuring the customer feels heard and supported
• Comfortable navigating complex billing systems and CRM (SFDC) reporting to identify data-driven solutions and trends

Benefits

• Competitive salary + 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
• 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
• Rippling is an equal opportunity employer
• Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process

Company Overview

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