Rippling

The Context

Rippling is an enterprise platform that touches some of the most sensitive parts of a business: payroll, benefits, compliance, security. High-severity incidents were falling through the cracks across four teams, and there was no unified framework for how the company handled its highest-stakes client situations. I own the relationships with 150+ executive-level stakeholders across Rippling's highest-risk accounts, protecting $10M+ in ARR.

Building Scalable Frameworks

I identified recurring friction points across high-value accounts and translated those patterns into strategic initiatives that equipped CX, Product, and Sales with clearer playbooks. The result was a more consistent client experience and fewer high-risk escalations reaching the executive level in the first place.

Two initiatives stand out. First, I built and operationalized Rippling's first SOX compliance strategy for $10.3M+ in ARR across public-company clients. This strengthened product-market fit for regulated segments and gave teams audit-ready processes to scale enterprise growth confidently. The SOX playbook became a company-wide priority led by the exec team.

Account Takeover Response Program

Second, I built the Account Takeover (ATO) response framework from the ground up — including hiring the team and designing the full operational path — alongside CX, Security, and Fraud. The previous process was ad hoc and inconsistent. The new framework gave clients clearer communication, faster resolution, and a white-glove experience during high-impact security events.

The Outcome

Both initiatives turned reactive firefighting into repeatable systems. Rippling's highest-value clients now have a consistent, trustworthy experience during the moments that matter most — and the patterns surfaced through those relationships continuously feed back into how the company improves its product and operations. Over $6M in ARR protected through unified 4-team workflows.