Manager, Implementation (Broker)

Overview

Rippling provides a comprehensive platform for businesses to manage HR, IT, and Finance functions in a single system. Key features include streamlined onboarding, automated payroll, corporate cards, computer setup, and integration with third-party applications.

Location

San Francisco, CA

Company Information

Founded in San Francisco, CA, Rippling has raised over $1.4 billion from top investors including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock. Rippling was named one of America's best startup employers by Forbes.

Job Summary

We are seeking a seasoned customer success leader to join our Implementation team. This role involves managing a team of 6-8 Implementation Managers, resolving customer escalations, driving customer adoption, and collaborating with various teams to ensure a seamless customer journey.

Responsibilities

• Develop Implementation Managers through hands-on coaching and mentorship
• Support hiring and 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, and continuously improve performance on key metrics and 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

Requirements

• 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

Qualifications

• Experience in a customer success or implementation role
• Proven track record of developing and leading teams
• Excellent problem-solving skills
• Ability to prioritize and manage multiple tasks effectively
• Strong communication and collaboration skills

Benefits

Rippling offers a competitive salary, benefits, and equity package. The salary range for US-based employees is between $94,350 and $157,250 per year, depending on location.

Pay

The pay range for this role is $99,900 - $166,500 USD per year (US Tier 2) and $94,350 - $157,250 USD per year (US Tier 3).

Equal Opportunity Employer

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 accommodations@rippling.com.

Work Environment

This role requires working in-office at least three days a week for office-based employees. Rippling is committed to fostering a collaborative work environment and company culture.