Senior Manager, Platform Implementation
About The Position
Implementation is an essential differentiator for Rippling and a critical time in the customer journey. We are looking for a Sr. Manager, Platform Implementations to lead a team of 20+ team members and 3 Managers and drive the successful delivery of Platform solutions across Rippling’s client base. This leader will oversee end-to-end Platform onboarding, including Custom Reports, Workflows, Apps, SOWs, Dashboards, Analytics and additional foundational capabilities to support AI. 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 technical background, track record of managing high-performing implementation teams, 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.
Requirements
- 10+ years of professional experience leading an Implementation or Customer Success team within a fast-paced environment, startup, or SaaS organization
- At least 2+ years of experience leading and developing people managers
- Deep understanding of systems and operations with B2B or B2C products
- Proven track record in hiring and overseeing distributed 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
Responsibilities
- Own the strategy and execution of Platform 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
- Hire, mentor, and grow high-performing teams that consistently meet and exceed monthly 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
Benefits
- competitive salary + benefits + equity
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
