Manager, Implementation (Broker)

Rippling; Austin (TX); On-site; USD 130,000 - 160,000; Full time

Job summary

Rippling is seeking a seasoned customer success leader to spearhead the Implementation team in Austin. As a first-line manager, you will coach 6-8 managers, partner with Sales, Product, Engineering and Support to ensure a smooth onboarding journey for high-priority customers.

You will drive adoption of core features, mentor team members, and continuously improve processes to deliver outstanding results in a fast-paced SaaS environment.

Qualifications

• 5+ years SaaS experience in professional services or customer success.
• 2+ years leading a team.
• Strong prioritization and time management.
• Energetic, can-do attitude.
• Detail-oriented and problem-solving mindset.
• Flexible to scaling and changing organizations.

Responsibilities

• Develop Implementation Managers through coaching and mentorship.
• Support hiring and onboarding of new Implementation Managers.
• Resolve customer escalations for maximum satisfaction.
• Drive adoption of key features and best practices.
• Streamline internal processes for efficiency.
• Track and improve performance on KPIs.
• Collaborate with Rippling Sales, TAM and Support for a seamless journey.
• Collaborate with Product & Engineering to improve functionality based on feedback.

Skills

Team leadership

SaaS experience

Prioritization

Energy & attitude

Attention to detail

Adaptability

Job description

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

Additional Information

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email [e-mail]

Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee’s role.

This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.

A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.