# Manager, Broker IM

**Company:** [Rippling](https://hotfix.jobs/companies/rippling)
**Location:** Seattle, WA, Austin, TX, San Francisco, CA
**Role:** Customer Success
**Salary:** $94k – $167k/yr
**Experience:** 5+ years
**Skills:** SaaS, Professional Services, Implementation, Customer Success, Coaching, Mentorship, Customer Escalation Management, Cross-Functional Collaboration, Process Improvement, KPI Tracking
**Posted:** 2026-05-29

> As a Manager, Broker IM, you will lead and mentor a team of Implementation Managers, resolve customer escalations, and drive customer adoption of key features. You will also collaborate with Sales, Product & Engineering, and Customer Support teams to ensure a seamless customer onboarding experience.

## Job Description

## What you will do
* 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

## What you will need
* 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

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