About the role
We are looking for a seasoned customer success leader to join our Implementation team. As a first line manager, you will coach and develop a team of 6-8 Implementation Managers, engage on high priority customers and drive improvement on key metrics. You will also coordinate cross-functionally with our Sales, Product & Engineering and Customer Support teams to ensure a seamless customer onboarding experience.
What you will do
- Develop Implementation Managers through hands-on coaching and mentorship
- Support hiring & onboarding of new Implementation Managers
- Successfully resolve customer escalations for maximum satisfaction and positive relationships
- Drive customer adoption of key features and best practices
- Continuously evaluate, improve, and streamline internal processes for increased simplicity and efficiency
- Track, monitor & continuously improve performance on key metrics & KPIs
- Collaborate cross-functionally with Rippling Sales, Technical Account Management and Support teams to create a seamless customer journey
- Collaborate with Product & Engineering to continuously improve product functionality based on customer feedback in Implementation
What you will need
- 5+ years of SaaS experience in professional services, implementation, or customer success
- 2+ years of professional experience leading a team; passion for supporting and guiding a team’s growth, career progress, and job performance
- Expert project management skills: managing complex timelines, budgets, resource constraints, and multiple concurrent enterprise projects
- Customer Escalation Management: Proven experience managing complex customer escalations, driving timely resolution of critical issues, and collaborating cross-functionally to restore customer confidence and ensure successful implementation outcomes
- Boundless energy to help your team and your customers...all with a “can-do” attitude!
- Strong attention to detail and ability to solve complex, interdependent problems
- Flexible to scaling and changing organisations and responsibilities
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), 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.
#li-hybrid
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.