[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.ResponsibilitiesLead 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 completionOrchestrate 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 partnershipDirect-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 RipplingStrategic Communication: Translate technical or financial complexities into clear, actionable narratives for both the client and internal leadershipAnticipate & Optimize Trends: Conduct strategic account audits to identify early indicators of friction. You will monitor health signals to intervene and improve the customer journey proactivelyEmpower & 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 ecosystemSkills3+ years in a high-intensity, customer-facing role such as Customer Support, Escalations, or Technical Account ManagementYou have a passion for deconstructing complex problems and seeing a resolution through to the very end, you thrive on finding the 'path to yesProven ability to act as a project manager, coordinating dozens of moving pieces across multiple departments (Legal, Finance, Product) simultaneously without losing momentumExceptional 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 resolutionExceptional ability to navigate sensitive client conversations with poise, maintaining a firm commercial stance while ensuring the customer feels heard and supportedComfortable navigating complex billing systems and CRM (SFDC) reporting to identify data-driven solutions and trendsBenefitsCompetitive salary + benefits + equityThe salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your locationRippling highly values having employees working in-office to foster a collaborative work environment and company cultureFor 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 roleRippling is an equal opportunity employerRippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring processCompany OverviewRippling is a workforce management platform that unifies HR, IT, and finance operations into a single system. It was founded in 2016, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.rippling.com.Company H1B SponsorshipRippling has a track record of offering H1B sponsorships, with 2 in 2025, 42 in 2024, 70 in 2023, 81 in 2022, 33 in 2021, 6 in 2020. Please note that this does not guarantee sponsorship for this specific role.