# Senior Manager, Implementation

**Company:** [Rippling](https://hotfix.jobs/companies/rippling)
**Location:** Remote
**Role:** Customer Success
**Salary:** $100k – $176k/yr
**Experience:** 8+ years
**Skills:** Implementation, Customer Success, Team Management, SaaS, Performance Metrics, KPIs, Slas, Process Optimization, Customer Experience, Cross-Functional Collaboration
**Posted:** 2026-08-26

> Leads Rippling’s Global EOR Implementation segment by scaling and developing distributed teams, improving onboarding processes and metrics, and partnering across Sales, Support, Product, and Engineering. Requires 8+ years leading Implementation or Customer Success teams.

## Job Description

## Responsibilities
- Hire, mentor, and grow high-performing implementation teams that meet or exceed quarterly goals.
- Resolve customer escalations to maximize satisfaction and maintain positive relationships.
- Build and optimize data-driven processes that improve efficiency and customer experience.
- Execute quarterly plans aligned with business objectives.
- Track, monitor, and continuously improve performance metrics and KPIs.
- Collaborate with Sales, Technical Account Management, and Support to create a seamless customer journey.
- Partner with Product and Engineering to improve product functionality based on implementation customer feedback.
- Build and maintain a collaborative, inclusive team culture.

## Requirements
- 8+ years of experience leading an Implementation or Customer Success team in a fast-paced environment, startup, or SaaS organization.
- Experience hiring and managing a distributed team.
- Proven success scaling teams and maintaining SLAs and other key performance metrics.
- Data-driven approach to developing, tracking, and optimizing performance metrics.
- Learning mindset, people-first attitude, and strong ownership of the domain.
- Highly organized, self-motivated, and detail-oriented, with strong follow-through.
- Excellent communication and interpersonal skills, with the ability to build trust across diverse groups.
- Willingness to take on a hands-on role and lead initiatives outside one’s comfort zone.
- Ability to challenge the status quo and improve broken processes.

## Compensation
- Competitive salary, benefits, and equity.
- US salary range: $99,705–$175,950, with the applicable range determined by location and other factors.

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