Manager, Implementation (Managed US)

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.

What you will do

• 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

What you will need

• 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