Partner Success Manager, Broker

Job Summary

Rippling is seeking a Partner Success Manager to support our Broker Partners. This role involves helping partners leverage Rippling to its full potential for their clients and internally within their firms. Key responsibilities include developing long-lasting relationships, managing key stakeholders, increasing adoption of new features, triaging critical issues, and becoming a product expert.

About the Role

We are a San Francisco-based company that has raised $1.2B from top investors and was named one of America's best startup employers by Forbes. We prioritize candidate safety and offer remote positions.

Responsibilities

• Develop long-lasting relationships - Manage a book of business and own relationships with key stakeholders
• Become a virtual member of partners' teams - Show them how to improve workflows through Rippling's features including Benefits, Payroll, Reporting/Analytics, etc
• Increase adoption - Drive partner adoption of new feature roll-outs
• Offer white glove service - Ensure partners feel supported and engaged through attentive, personalized guidance and product enablement
• Triage critical customer & partner issues to resolution - Act as the Rippling liaison for partner questions, issues, or escalations
• Become a product expert - Be a go-to resource for both partners and coworkers in a short amount of time
• Build cross-functional ties across Rippling
• Think like a partner - Work directly with our engineering and product teams to constantly build new features and deliver an amazing new customer & partner experience
• Hold partners accountable to success through business reviews in alignment with their assigned Channel AE

Requirements

• 3+ years of work experience at a SaaS company, preferably in the HCM category, in a customer or partner-facing role
• Strong benefits background
• Stellar written and verbal communication skills
• Track record of building strong customer or partner relationships
• Flexibility with changing job duties and responsibilities
• Excellent at time management, prioritizing tasks and adapting on a day to day basis
• Passion for training both partners and internal teams
• Thrives at building new processes when they don’t exist
• Interest in actively working with product and engineering teams

Qualifications

• Passionate about technology and the future of work
• Ability to work independently and as part of a team
• Experience with customer relationship management tools
• Understanding of HCM (Human Capital Management) systems

Benefits

We are an equal opportunity employer committed to building a diverse and inclusive workforce. We offer remote positions and consider working in the office, at least three days a week, as an essential function of the role.

Schedule

This role is remote (United States).

Pay

The pay range for this role is: 85,200 - 117,000 USD per year (US Tier 2) 79,300 - 110,500 USD per year (US Tier 3)

Technical Account Management

The Partner Success Team works exclusively with our channel partners including brokers, accountants, and resellers. Our team is spread across the US and comprises around fifteen PSMs. We collaborate closely across various functions at Rippling including our implementation team, CX org, and our product and engineering teams.