About Rippling

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.4B+ from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.

About the role

As the Manager of the Scaled Success Operations team, you will lead a high-impact group of 6 Scaled Operations & Success Specialists dedicated to the Scaled customer segment. You are a player-coach who leads 6 by example, stepping directly into the most complex escalations alongside your team while simultaneously acting as a strategic architect. You will translate the themes your team sees on the ground into actionable feedback for product and leadership to help us scale and eliminate friction at the source.

Please note: This is a hybrid role based in our San Francisco office, 3x a week onsite.

How you’ll spend your time:

• 60% High-Touch Coaching & Player-Coach Resolution: You will lead a team of 6, but you aren't afraid to get your hands dirty. You will join your ICs on their most difficult calls and complex workstreams to model what good looks like and ensure a successful resolution.
• 20% Feedback Loop & Scaling Strategy: You will analyze the themes and patterns emerging from your team’s escalations. You are responsible for providing the voice of the customer to support and product to fix the root causes of friction.
• 20% Cross-Functional Orchestration: You will build the bridges between your team and our Account Teams, Finance, and Product orgs, ensuring your Success Operators have the internal support and resources they need to move fast.

What you will do

• Team Leadership & Active De-escalation (Player-Coach)
• Lead and Develop a Team of 6: Responsible for the growth and performance of 6 Success Operators. You will provide the air cover and technical guidance they need to navigate the Scaled segment.
• Direct Escalation Partnership: You don't just "oversee"; you step into the arena. When a situation is particularly sensitive or technically dense, you partner with your IC to drive the resolution, serving as a senior, authoritative voice for the client.
• Standardize Success Narratives: Teach your team how to translate "messy" technical or financial problems into clear, strategic success plans that satisfy both the customer and our internal Account Management partners.

Strategic Feedback & Systems Scaling

• Identify & Act on Trends: You are the "eyes and ears" for the Scaled segment. You will synthesize individual cases into broader themes (e.g., recurring billing logic issues or product gaps) and present these findings to leadership.
• Drive Long-Term Fixes: You don't just solve the problem for one customer; you advocate for the fix that solves it for 1,000. You will provide the business case and feedback needed for our Product teams to build more scalable, frictionless solutions.

Process Optimization: Constantly refine the Success Operator playbook to ensure the team is spending less time on repetitive issues and more time on high-value account health initiatives.

What you will need

• Experience: 5+ years in high-intensity, customer-facing roles (Support, Escalations, or TAM), with 2-3 years of direct people management experience.
• The "Player-Coach" DNA: You love the thrill of a complex solve. You are just as comfortable leading a team meeting as you are de-escalating a frustrated client on a live call.
• Strategic Feedback Mindset: Proven ability to spot patterns in "the noise." You know how to turn a week of difficult emails into a clear, data-backed feedback loop for Product and Engineering.
• Project Management Mastery: Experience acting as the "hub" for multi-departmental projects (Legal, Finance, Product). You know how to drive a resolution across the finish line when the path isn't clear.
• Exceptional Communication: You can drive alignment with Account Management leadership and communicate complex "themes" to executives with clarity and poise.

Technical & Analytical Savvy: Expert-level ability to use SFDC and billing data to prove where the friction lies and measure the success of your team’s interventions.

Additional Information

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accommodations@rippling.com

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.

This role will receive a 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 here.

A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.

#li-hybrid