Manager, Implementation (Enterprise)

SupportFinity™; San Francisco (CA); On-site; USD 108,000 - 171,000; Full time

Job summary

SupportFinity™ is seeking a seasoned customer success leader to join our Implementation team in San Francisco. In this role, you'll coach a team of Implementation Managers, engage with high priority customers, and drive improvements on key metrics.

The ideal candidate will have 5+ years of SaaS experience and 2+ years of team leadership, with a passion for guiding growth and ensuring customer satisfaction. Join us to foster a collaborative work environment while greatly impacting our customers’ experience.

Qualifications

• 5+ years of SaaS experience in professional services, implementation, or customer success.
• 2+ years leading a team with a focus on growth and performance.

Responsibilities

• Develop Implementation Managers through coaching and mentorship.
• Support hiring & onboarding of new Implementation Managers.
• Resolve customer escalations for maximum satisfaction.
• Drive customer adoption of key features and best practices.
• Continuously improve internal processes for efficiency.

Skills

SaaS experience

Team leadership

Time management

Problem-solving

Job description

About Rippling

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system. Based in San Francisco, CA, Rippling has raised $1.2B from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America’s best startup employers by Forbes.

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 40 mile 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.

Salary and Benefits

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: US Tier 1 – 108,000.00 – 171,000.00 USD per year; US Tier 2 – 97,200.00 – 153,900.00 USD per year; US Tier 3 – 91,800.00 – 145,350.00 USD per year. A variety of factors are considered when determining compensation, including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed above.