Manager, Implementation (Global Payroll)

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.

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

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 managing a team of Implementation Managers
• Proven track record of driving customer satisfaction and engagement
• Ability to navigate complex customer issues and provide effective solutions
• Strong interpersonal and communication skills
• Experience with customer success methodologies and tools

Skills

• Customer success leadership
• Team management and development
• Problem-solving and critical thinking
• Collaboration and cross-functional coordination
• Process improvement and optimization

Benefits

We are committed to providing a supportive and inclusive workplace where all employees feel valued and empowered to bring their full selves to work. Rippling offers a comprehensive benefits package including health insurance, retirement savings plans, paid time off, and more.

Pay

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.

Schedule

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.

Implementation

Seattle, WA
New York, NY
San Francisco, CA
Austin, TX
Remote (United States)