Customer Success Associate

Rippling is the first unified workforce platform for businesses to manage HR & IT—payroll, benefits, computers, apps, and more. By connecting every business system to one source of truth for employee data, Rippling automates manual work involved in employee changes, such as onboarding, where a new employee’s payroll, health insurance, work computer, and third-party apps can be set up in 90 seconds.

About the Role

As a Customer Success Associate (internally titled “Technical Account Associate”), you will support a high-volume book of business of about 4,000 accounts through a pooled success model. You’ll help customers improve product engagement, resolve account questions, navigate renewals, and understand how Rippling can better support their business. This is a fast-paced, customer-facing role for someone who is curious, resourceful, comfortable on the phone, and motivated by measurable outcomes. You’ll work across a large book of customers, using judgment and data to prioritize where to spend time. The right person is a go-getter who can juggle competing priorities, learn quickly, ask strong questions, and create value across many customer relationships at once. This role is ideal for someone early in their customer success career looking to build commercial, relationship-building, and product advisory skills at scale.

Please note: We are not currently able to consider or hire candidates located in the greater San Francisco Bay Area or New York City Metropolitan Area.

Responsibilities

• 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.

Requirements

• 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.

Qualifications

• 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.

Benefits

• Competitive salary + 10% annual variable pay + benefits + equity.

Pay

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 here.

• US Tier 2: 50,000 - 70,000 USD per year
• US Tier 3: 45,000 - 65,000 USD per year

Schedule

For office-based employees (those who live within a defined radius of a Rippling office), Rippling considers working in the office at least three days a week to be an essential function of the role.