Manager, Implementation

As a seasoned customer success leader at Rippling, you will join the Implementation team as a first-line manager. Your main responsibilities will include coaching and developing a team of 6-8 Implementation Managers, engaging with high-priority customers, and driving improvements in key metrics. Additionally, you will collaborate cross-functionally with Sales, Product & Engineering, and Customer Support teams to ensure a smooth customer onboarding experience. - Develop Implementation Managers through hands-on coaching and mentorship. - Support hiring & onboarding of new Implementation Managers. - Resolve customer escalations effectively to ensure maximum satisfaction and positive relationships. - Drive customer adoption of key features and best practices. - Evaluate, improve, and streamline internal processes for increased simplicity and efficiency. - Track, monitor, and continuously improve performance on key metrics & KPIs. - Collaborate with Rippling Sales, Technical Account Management, and Support teams to create a seamless customer journey. - Collaborate with Product & Engineering teams to enhance product functionality based on customer feedback in Implementation. Qualifications Required: - 5+ years of SaaS experience in professional services, implementation, or customer success. - 2+ years of professional experience leading a team; demonstrating passion for supporting and guiding team growth, career progress, and job performance. - Strong prioritization and time management skills. - High energy level with a can-do attitude to support your team and customers effectively. - Strong attention to detail and problem-solving skills for complex, interdependent issues. - Flexibility to adapt to scaling and changing organizations and responsibilities.,