Customer Success Manager, YC Founders

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

At Rippling, our mission is to empower YC founders to build, launch, and scale their businesses without being slowed down by administrative roadblocks. The YC CSM team exists to remove these hurdles by providing seamless and personalized support over Slack for their first year of service. Your goal is to ensure they are set up for success and can focus on what matters most—growing their business.

What you will do

• Customer Support: Provide dedicated post-implementation support through our dedicated Slack forum, acting as the primary point of contact for YC founders. You'll troubleshoot how-to questions, offer basic system guidance, and create support cases for issues requiring deeper assistance.
• Engagement & Advocacy: Proactively share vital resources and best practices to help founders get their business running on Rippling. You'll escalate issues to the right internal teams to ensure timely resolutions and offer ad-hoc Zoom calls for high-stakes or nuanced conversations.
• Cross-Functional Collaboration: Serve as the liaison between the customer and internal teams. You'll route billing and contract questions directly to the Account Manager and clearly communicate boundaries for other teams' inquiries.
• Streamlined Onboarding: Partner with the Implementation team to ensure a seamless transition for new YC customers. You will track customer statuses and provide a clear line of communication, ensuring their initial experience is exceptional.

What you will need

• Customer Focus: A passion for helping customers, especially early-stage founders, succeed. You are a resourceful problem-solver who can navigate ambiguity and provide quick, accurate answers.
• Strong Communication: Excellent written communication skills, as the role is primarily conducted over Slack. You can articulate complex topics clearly and professionally.
• Proactive Mindset: The ability to anticipate customer needs, provide guidance on correct workflows, and take ownership of issues to drive them to resolution.
• Collaboration: A willingness to collaborate with internal teams, including Support, Implementation, and Account Management, to advocate for the customer and ensure their needs are met.

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 accomodations@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), Rip