Manager, Implementation (SMB)

The position at Rippling based in San Francisco, CA, offers an exciting opportunity for a seasoned customer success leader to join the Implementation team. As a first line manager, you will play a crucial role in coaching and developing a team of 6-8 Implementation Managers while engaging with high-priority customers and driving enhancements in key metrics. Your responsibilities will include coordinating with Sales, Product & Engineering, and Customer Support teams to ensure a seamless customer onboarding experience. Your primary duties will involve developing Implementation Managers through hands-on coaching and mentorship, supporting the hiring & onboarding of new team members, and effectively resolving customer escalations to maintain maximum satisfaction and positive relationships. Additionally, you will be responsible for driving customer adoption of key features and best practices, evaluating and streamlining internal processes for increased efficiency, and monitoring and improving performance on key metrics & KPIs. To excel in this role, you should possess at least 5 years of SaaS experience in professional services, implementation, or customer success, along with a minimum of 2 years of experience leading a team. A passion for guiding team growth, career progress, and job performance is essential, as well as strong time management skills, boundless energy, and a can-do attitude. You should be adaptable to organizational changes and possess a keen eye for detail with the ability to solve complex problems. Please note that this is a hybrid role that necessitates working from the Bangalore office three days a week and operating in the EST shift. If you are looking for a dynamic opportunity to make a significant impact in customer success and team leadership, Rippling invites you to apply and be part of a fast-growing and innovative team.,