Partner Success Manager, Broker

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 $1.2B 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

Rippling is looking for a Partner Success Manager to support our Broker Partners. As a PSM you will help our partners leverage Rippling to its fullest potential for their clients as well as internally within their own firm. You will partner closely with product and engineering teams to develop our product functionality based on the experience and feedback from our partners. You will own key partner relationships in tandem with Channel AEs, and be responsible for turning partners into long-term champions, creating new processes, all while providing an impeccable customer experience along the way. As a part of the Technical Account Management org your impact should lead to the mutual success of our partners and growth of our partner program overall.

What you will do

• Develop long-lasting relationships - Manage a book of business, and own relationships with your key stakeholders - Build Rippling advocates!
• Become a virtual member of your partners’ teams - showing them how to improve workflows through the use of 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, personalize guidance and product enablement
• Triage critical customer & partner issues to resolution - Act as the Rippling liaison for partner questions, issues, or escalations. Make partners feel supported by your sense of urgency and advocacy, ensuring their issues are resolved as they arise.
• Become a product expert - you'll 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

What you will need

• 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

About the team

The Partner Success Team works exclusively with our channel partners including brokers, accountants, and resellers. Our team is spread across the US and is made up of three broker PSMs and three accountant PSMs. We collaborate closely across various functions at Rippling including our implementation team, CX org, and our product and engineering teams. The PSM team has been lucky enough to work with some of our partners for 4+ years forging incredibly impactful working relationships.

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 [email protected].

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.