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 Rippling expands into 100+ countries and moves up-market to support enterprise-level global footprints, the complexity of our operations has reached a new threshold. We are seeking a Global Client Solutions Lead to serve as the primary operational point of contact for our most strategic clients.

While our Customer Success Managers (CSMs) own the high-level relationship, you own the payroll delivery. You will sit within the Global Payroll Operations team as the dedicated expert who bridges the gap between the client’s complex requirements and our internal execution. You will be the "boots on the ground" coordinator for high-stakes implementations, the primary advocate for the customer’s operational needs within our Product/Engineering teams, and the payroll incident commander when issues arise.

What you will do

• Operational Lead for Strategic Implementations:
• Partner with the Implementation and CSM teams to serve as the Global Payroll Ops Lead for high-complexity clients.
• Ensure that complex requirements—such as hourly OT tracking, Premium pay, and Collective Bargaining Agreements—are accurately translated into Rippling’s system or managed via partner workarounds.
• Design the "Hypercare" operational plan for new strategic accounts, ensuring that the first 3-6 months of payroll are executed with zero defects.

The "Voice of the Customer" for Payroll Ops & Product:

• Identify recurring pain points for global clients (e.g., T&A gaps in the Philippines or reporting issues in LATAM) and prioritize these with the Product and Engineering teams.
• Advocate for specific product enhancements, such as "Transformations" for payroll exports or enhanced re-import flags, based on the real-world needs of our largest customers.
• Translate "Sales promises" into "Operational workflows," ensuring our Specialists and Partners have the instructions they need to support non-standard client setups.

Payroll Incident Command & Coordination:

• Act as the Senior Escalation Point for all payroll-related issues within your assigned portfolio of strategic accounts.
• When "incidents" occur (e.g., partner calculation errors or software deficiencies), you will lead the internal coordination across Payroll Specialists, CX, and Product to drive a resolution.
• Manage the technical post-mortem for payroll errors, ensuring that "delicate handholding" is backed by actual process improvements and root-cause fixes.

Portfolio Health & Performance Management:

• Monitor the "Payroll Health" of your assigned accounts via the support management dashboard, identifying "at-risk" payruns before they become customer-facing issues.
• Work with the Global Payroll team to ensure that the auditing program is capturing the specific nuances of your strategic accounts.
• Ensure US-based stakeholders receive timely, synchronous updates on their global payroll status, regardless of where the processing is occurring geographically.

What you will need

• 8+ years of experience in Global Payroll Operations, Client Success, or Implementation for a multi-national organization.
• Strategic "Inner-Loop" Advocacy: Proven experience working alongside CSMs or Sales teams to handle the technical/operational side of a customer relationship.
• Strategic Handholding: Proven ability to manage "Strategic Accounts" where the implementation requires high-touch coordination and manual risk mitigation.
• Complex Problem Solving: A track record of managing "messy" implementations where the product may have gaps.
• Incident Command Skills: Experience managing high-pressure escalations and coordinating cross-functional teams (Product, Ops, Engineering) under tight deadlines.
• Communication Excellence: Exceptional ability to influence internal leadership while maintaining a "calm in the storm" presence for external customers.

• Analytical Mindset: Proficiency in data analysis (Excel/Google Sheets) and project management tools (JIRA/Confluence) to track account health and implementation milestones.

US-Based / Remote: Must be based in the US to align with the primary timezone of our North American clients' decision-makers.

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.