Manager, Implementation (Global Payroll)

Rippling; Seattle (WA); On-site; USD 94,350 - 171,000; Full time

Job summary

Rippling is seeking a seasoned customer success leader to join their Implementation team in Seattle. The role involves coaching and developing a team of Implementation Managers, resolving customer escalations, and collaborating across departments to enhance customer experiences. The ideal candidate has over 5 years of SaaS experience and a strong passion for team development. The compensation includes a competitive salary aligned with the local market and a focus on in-office collaboration.

Qualifications

• 5+ years of SaaS experience in professional services, implementation, or customer success.
• 2+ years of experience leading a team.
• Strong attention to detail.

Responsibilities

• Develop Implementation Managers through coaching and mentorship.
• Support hiring and onboarding of new Implementation Managers.
• Resolve customer escalations for maximum satisfaction.
• Drive customer adoption of key features.
• Improve internal processes for increased efficiency.

Skills

SaaS experience

Team leadership

Prioritization

Problem-solving

Customer engagement

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 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

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 with a “can‑do” attitude
• Strong attention to detail and ability to solve complex, interdependent problems
• Flexible to scaling and changing organizations and responsibilities

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.

Compensation

• Commission is not guaranteed
• US Tier 1: 111,000 – 171,000 USD per year
• US Tier 2: 99,900 – 153,900 USD per year
• US Tier 3: 94,350 – 145,350 USD per year

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. For office‑based employees, working in the office at least three days a week is considered an essential function of the employee’s role.