Head of Implementation & Customer Success

Rippling; Dublin; On-site; EUR 120,000 - 180,000; Full time

Job summary

Rippling is seeking 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 coordinate cross-functionally with our Sales, Product & Engineering and Support teams to ensure a seamless customer onboarding experience. You will lead through hands-on coaching, support hiring, resolve escalations, and collaborate to

Qualifications

• 5+ years of SaaS experience in professional services, implementation, or customer success.
• 2+ years leading a team; passion for supporting and guiding growth, career progress, and performance.
• Expert project management skills: managing timelines, budgets, resources, and multiple enterprise projects.
• Customer escalation management: proven experience resolving critical issues and restoring confidence.
• Boundless energy to help your team and customers with a can-do attitude.
• Strong attention to detail and ability to solve complex, interdependent problems.
• Flexible to scaling and changing organisations and responsibilities.

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 relationships.
• Drive customer adoption of key features and best practices.
• Continuously evaluate, improve, and streamline internal processes for efficiency.
• Track, monitor and improve performance on key metrics and KPIs.
• Collaborate cross-functionally with Sales, Technical Account Management and Support teams to create a seamless customer journey.
• Collaborate with Product and Engineering to improve product functionality based on customer feedback in Implementation.

Skills

SaaS

Customer Success

Implementation

People Management

Project Management

Job description

Rippling is seeking 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 coordinate cross-functionally with our Sales, Product & Engineering and Support teams to ensure a seamless customer onboarding experience. You will lead through hands-on coaching, support hiring, resolve escalations, and collaborate to