Manager, HRS Implementation

Rippling•San Francisco, CA

6h•$111,000 - $175,750•Hybrid

About The Position

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.

Requirements

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

Responsibilities

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