Customer Experience Operations Manager - Business Unit

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

Our Customer Experience team owns the full post-sales lifecycle for one of Rippling’s largest business units, from onboarding and implementation to escalations and renewals—we’re united by a passion for customers and continuous improvement, and we’re committed to personal and professional growth.

In this role, you're expected to be a builder: you’ll design and run the post-sales operating model for the business unit from the ground up. Our model runs on a lean, task-based system where every motion is defined, measured, and repeatable. You’ll define what success looks like, set the KPIs, map and build the workflows, write the playbooks, and keep refining the machine as the business grows. 

You will also bridge data and day-to-day execution: building multi-factor health scores, engineering automated risk interventions, refining lifecycle touch points across the whole Product Experience to maximize retention outcomes.

Last, you’ll be the technical architect of the systems behind it and be the main business partner to CX leadership. You’ll find the truth in the data, turn it into action, and own the outcome.

What you will do

• Build the post-sales operating model for the business unit: define success at each lifecycle stage, set the KPIs, and design how work flows across onboarding, implementation, customer success, escalations, and renewals.
• Own the architecture, data integrity, and configuration of our CX systems. Partner cross-functionally on integrations across CRM, billing, support, and product analytics.
• Analyze intervention outcomes to understand why accounts churn or save, and use what you learn to refine playbooks and train the team on save and de-escalation strategies.
• Establish automated early warning systems that detect leading indicators of churn well before renewal windows open.
• Develop proactive intervention playbooks mapped to specific risk triggers (e.g., missed payments, steep drops in platform activity, repeated support escalations).
• Own the customer sentiment program (NPS, CSAT): build and administer lifecycle-triggered surveys, analyze trends across customer segments, and run a closed-loop detractor playbook.
• Prepare and run weekly business reviews, and deliver weekly, monthly, and quarterly reporting on gross and net retention, save rates, health score trends, and operational capacity.
• Manage and mentor a team of Retention Specialists through regular 1:1s, performance coaching, and workflow reviews. Set the SOPs, turnaround targets, and escalation protocols they work from.
• Partner with Product, Sales, and Support to surface upstream product frictions, onboarding bottlenecks, or misaligned customer expectations that contribute to churn.

Who you are

• A builder. You want to build the right system or workflow rather than inherit it;  you’re comfortable in ambiguity, and you’ve done that before.
• An owner. When you see a problem, you act with urgency and you proactively own it until it’s solved; you are effective as a cross-functional operator.
• A truth seeker. You go to the data and to the frontline, you challenge assumptions (including your own), and make decisions based on what’s actually happening.
• Thorough. You sweat the details in workflows, data, and documentation, because a system is only as good as its details. You keep making the process better.

What you will have

• 3–10+ years of experience in Customer Success Operations, RevOps, or CX Management within a B2B SaaS environment.
• 1+ years of direct people management or lead experience guiding retention, support, or customer success specialists.
• Experience building operations from the ground up in a high-growth environment.
• Track record of designing retention programs, renewal/save programs, and/or building automated risk-alert frameworks tied directly to measurable retention gains.
• Technical comfort owning and building systems; You're comfortable with SFDC, Jira, and/or CSP platforms (e.g. Vitally, Gainsight or ChurnZero), navigating API integrations, bi-directional syncing, and event-based tracking schemas.
• Strong data literacy; proficient in mapping SaaS metrics (NRR, GRR, Churn, LTV, Adoption velocity) and synthesizing raw analytics into operational priorities.
• Emerging AI Tooling Experience: you are comfortable integrating LLMs (e.g., Claude, OpenAI APIs) into CX tech stacks for automated ticket summarization, health score analysis, or retention playbook drafting.

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.

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.