Senior Manager, Implementation (IT Products)

Rippling; San Francisco (CA); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Equity

Job summary

Rippling is seeking a Sr. Manager of IT Implementations to lead a 25+ person team focused on delivering IT solutions across Rippling’s client base.

You will own post-sales delivery strategy and drive onboarding of IT product offerings such as Identity and Access Management, Device Management, and Inventory Management. The ideal candidate has a track record of managing professional services or client-facing implementation teams, including managers building processes, operating with rigor, and

Qualifications

• Ten+ years in Professional Services or delivery leadership within a fast-paced SaaS/tech environment.
• At least two years leading and developing people managers in a customer-facing org.

Responsibilities

• Direct and mentor a global team of managers, team leads and specialists.
• Own strategy and execution of IT SaaS product implementations from client kickoff through go-live.
• Identify and mitigate risks; escalate complex implementations and technical issues.
• Partner with Product, Sales, Engineering, and Customer Success to improve delivery processes and client outcomes.
• Collaborate with Sales and post-sales teams to ensure seamless transitions across stages.
• Develop, monitor, and manage key performance metrics.
• Build and execute quarterly plans aligned with business objectives.
• Hire, mentor, and grow high-performing teams delivering high-quality implementations.
• Create and optimize playbooks, tooling, and frameworks for consistency and scalability.
• Drive adoption of best practices in project management, change management, and client communications.
• Foster a customer-delight culture and maximize product adoption.

Skills

Strategic leadership

Global team management

Customer onboarding

Project delivery

SaaS implementation

Job description

About the role

Implementation is an essential differentiator for Rippling and a critical time in the customer journey. We are looking for a Sr. Manager, IT Implementations to lead a team of 25+ members and drive the successful delivery of IT solutions across Rippling’s client base.

You will own the post-sales delivery strategy, driving successful customer onboarding and the implementation of Rippling’s IT product offerings (Identity and Access Management, Device Management, Inventory Management, Third Party IdP). You’ll partner cross-functionally with Sales, Product, Engineering, and Customer Success to refine processes, enhance client experiences, and ensure that Rippling delivers scalable, world-class implementations.

The ideal candidate for this role has a track record of managing high-performing professional services or client-facing implementation teams. This leader has a proven track record of managing managers building processes and systems, driving operational rigor, , and a passion for operational excellence and customer impact. They must also handle ambiguity, unstructured situations, and scale while leading a team with high standards.

What you will do

• Direct and mentor a global team of managers, team leads and specialists fostering accountability, continuous professional development, and execution excellence
• Own the strategy and execution of IT SaaS product implementations from client kickoff through go-live
• Identify and mitigate risks associated with implementation projects, act as an escalation point for complex client implementations and technical issues.
• Partner with cross-functional leaders (Product, Sales, Engineering, Customer Success) to continuously improve delivery processes and client outcomes.
• Collaborate with sales and post-sales teams to ensure a seamless transition from sales to implementation to account management & customer support.
• Develop, monitor, and manage key performance metrics
• Build, maintain, and execute quarterly plans aligned with business objectives.
• Hire, mentor, and grow high-performing teams that consistently meet and exceed quarterly goals and targets and deliver high-quality implementation services to clients.
• Create and optimize playbooks, tooling, and frameworks to drive consistency, efficiency, and scalability across implementations.
• Drive adoption of best practices in project management, change management, and client communication.
• Foster a culture relentlessly focused on delighting customers in Implementation & maximizing adoption of Rippling’s products and services

What you will need

• You have 10+ years of professional experience in Professional Services, Customer Onboarding, or Technical Delivery leadership within a fast-paced SaaS or tech-consulting organization.
• At least 2 years of experience leading and developing people managers within a customer-facing organization.
• Proven track record in hiring and overseeing distributed global teams
• Proven track record of success in scaling teams and maintaining SLAs as well as other key performance metrics
• A data-driven approach to developing, tracking and optimizing performance metrics
• Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through
• Highly effective communicator with good people instincts - able to build trust and work well with a diverse group inside and outside the company
• Eager for a very hands-on role, where you’ll be asked to take on and run with a range of initiatives outside your comfort zone and learn quickly
• Highly organized, self-motivated, and detail-oriented, with great follow-through on initiatives big and small

Nice to have

• Expert knowledge of IT systems including MDM, identity management (SSO, provisioning), and SaaS application administration.

About the team

The IT implementation team supports our mid market and enterprise customers harnessing the power of Rippling’s IT platform. Our team is currently spread across the USA and India and is expanding geographically. Our team has two managers, two team leads and thirteen specialists. We collaborate closely with Sales, Product and Engineering to deliver a seamless experience to clients.

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.