Senior Implementation Leader & Customer Success Coach

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

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.