Head of Implementation & Customer Success

Rippling; United States; Hybrid; USD 115,000 - 165,000; Full time

Benefits offered by this job

Benefits

Equity

Job summary

Rippling is seeking a seasoned customer success leader to helm the Implementation team in a player-coach role. You will guide a 6- to 8-person group of Implementation Managers, nurture their growth, and address high-priority customers to ensure a smooth onboarding journey.

You will work closely with Sales, Product & Engineering and Support to optimize processes, improve metrics, and enhance customer value with best practices. This role emphasizes energy, detail, and scalable leadership.

Qualifications

• 5+ years of SaaS experience in professional services, implementation, or customer success.
• 2+ years of professional experience leading a team.
• Ruthless prioritization and time management.
• Strong attention to detail and ability to solve complex, interdependent problems.
• Flexible to scaling and changing organizations and responsibilities.

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.

Skills

SaaS experience

Team leadership

Prioritization

Time management

Problem solving

Adaptability

Job description

Rippling is seeking a seasoned customer success leader to helm the Implementation team in a player-coach role. You will guide a 6- to 8-person group of Implementation Managers, nurture their growth, and address high-priority customers to ensure a smooth onboarding journey.

You will work closely with Sales, Product & Engineering and Support to optimize processes, improve metrics, and enhance customer value with best practices. This role emphasizes energy, detail, and scalable leadership.