Senior Implementation Manager, Customer Success

Rippling; Austin (TX); On-site; USD 150,000 - 185,000; Full time

Job summary

Rippling is seeking a seasoned customer success leader to head the Implementation team in Austin. You will coach a group of 6-8 Implementation Managers, hire and onboard new managers, and resolve high-priority customer escalations to ensure strong relationships.

You will drive adoption of Rippling’s features, streamline processes, and collaborate across Sales, Product, Engineering, and Support to deliver a seamless onboarding experience, with equity and career growth opportunities.

Qualifications

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

Responsibilities

• Coach and develop a team of 6-8 Implementation Managers.
• Support hiring and onboarding of new Implementation Managers.
• Resolve customer escalations for maximum satisfaction and relationships.
• Drive adoption of key features and best practices.
• Improve internal processes for simplicity and efficiency.
• Track and improve performance on KPIs and metrics.
• Collaborate with Sales, Technical Account Management and Support for a seamless customer journey.
• Collaborate with Product & Engineering to improve functionality based on feedback.

Skills

Leadership

Coaching

Prioritization

Time management

Attention to detail

Problem solving

Adaptability

Job description

Rippling is seeking a seasoned customer success leader to head the Implementation team in Austin. You will coach a group of 6-8 Implementation Managers, hire and onboard new managers, and resolve high-priority customer escalations to ensure strong relationships.

You will drive adoption of Rippling’s features, streamline processes, and collaborate across Sales, Product, Engineering, and Support to deliver a seamless onboarding experience, with equity and career growth opportunities.