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

• Ruthless prioritization and time management

• 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 organizations and responsibilities

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 40 mile 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.