Manager, Self-Guided Implementation

Role Overview: As a seasoned customer success leader at Rippling, you will be joining the Implementation team as a first line manager. Your primary responsibilities will include coaching and developing a team of 6-8 Implementation Managers, handling high priority customers, and driving improvement on key metrics. You will collaborate cross-functionally with Sales, Product & Engineering, and Customer Support teams to ensure a seamless customer onboarding experience. Key Responsibilities: - 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 Qualifications Required: - 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 (Note: The additional information regarding Rippling's preference for in-office work has been omitted from the job description as it is not directly related to the role's responsibilities.),