Lead, SaaS Implementation & Customer Success

Socket.dev; San Francisco (CA); Hybrid; USD 140,000 - 190,000; Full time

Job summary

Rippling is seeking a seasoned customer success leader to join the Implementation team as a first-line manager. You will coach and develop a team of 6-8 Implementation Managers, engage with high-priority customers and drive improvements on key metrics.

You will collaborate with Sales, Product & Engineering and Support to ensure a seamless onboarding experience. You will lead coaching, hiring, and onboarding, while resolving escalations and driving adoption of best practices.

Qualifications

• 5+ years of SaaS experience in professional services, implementation, or customer success.
• 2+ years of leadership experience managing a team.
• Ruthless prioritization and time management.
• Boundless energy with a can-do attitude.
• Strong attention to detail and ability to solve complex problems.
• Flexible to scaling and changing organizations and responsibilities.

Responsibilities

• Develop Implementation Managers through hands-on coaching and mentorship.
• Support hiring and onboarding of new Implementation Managers.
• Resolve customer escalations for maximum satisfaction.
• Drive customer adoption of key features and best practices.
• Continuously evaluate, improve, and streamline internal processes.
• Track, monitor and improve performance on key metrics and KPIs.
• Collaborate cross-functionally with Sales, Technical Account Management and Support teams.
• Collaborate with Product & Engineering to improve product functionality based on feedback.

Skills

SaaS experience

Team leadership

Prioritization

Energy/attitude

Attention to detail

Adaptability

Job description

Rippling is seeking a seasoned customer success leader to join the Implementation team as a first-line manager. You will coach and develop a team of 6-8 Implementation Managers, engage with high-priority customers and drive improvements on key metrics.

You will collaborate with Sales, Product & Engineering and Support to ensure a seamless onboarding experience. You will lead coaching, hiring, and onboarding, while resolving escalations and driving adoption of best practices.