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Rippling is a unified platform for HR, IT, and Finance that consolidates workforce systems including payroll, expenses, benefits, and device management. The company has raised $1.4B+ from top-tier investors and was named one of America's best startup employers by Forbes.
You will join the Implementation team as a first-line manager leading a team of 6-8 Implementation Managers. Your primary responsibilities include coaching and developing your team members, engaging directly with high-priority customers, and driving improvements on key performance metrics. You will serve as a bridge between Implementation and cross-functional teams including Sales, Product, Engineering, and Customer Support to ensure seamless customer onboarding experiences.
Key responsibilities:
- Develop Implementation Managers through hands-on coaching and mentorship
- Support hiring and onboarding of new Implementation Managers
- Resolve complex customer escalations to maximize satisfaction and maintain positive relationships
- Drive customer adoption of key features and best practices
- Evaluate, improve, and streamline internal processes for efficiency gains
- Track, monitor, and continuously improve performance on key metrics and KPIs
- Collaborate cross-functionally with Sales, Technical Account Management, and Support teams to create seamless customer journeys
- Partner with Product and Engineering to incorporate customer feedback into product improvements
Requirements:
- 5+ years of SaaS experience in professional services, implementation, or customer success
- 2+ years of professional experience leading a team, with demonstrated passion for supporting team growth, career development, and job performance
- Expert project management skills: managing complex timelines, budgets, resource constraints, and multiple concurrent enterprise projects
- Proven experience managing complex customer escalations, driving timely resolution of critical issues, and collaborating cross-functionally to restore customer confidence
- Strong attention to detail and ability to solve complex, interdependent problems
- Flexibility to adapt to scaling and changing organizational structures and responsibilities
- "Can-do" attitude and boundless energy to support team and customers
Rippling values in-office collaboration and expects office-based employees (those within a defined radius of a Rippling office) to work in the office at least three days per week.
