Manager, Implementation
Leads and develops a team of Implementation Managers, handles strategic customer escalations, and improves onboarding processes and performance metrics. Requires 5+ years in SaaS, professional services, implementation, or customer success, including 2+ years of team leadership.
About the job
Responsibilities
- Coach and develop a team of 6–8 Implementation Managers through hands-on coaching and mentorship.
- Support hiring and onboarding of new Implementation Managers.
- Resolve high-priority customer escalations to maximize satisfaction and maintain positive relationships.
- Drive customer adoption of key features and best practices.
- Evaluate, improve, and streamline internal processes for greater simplicity and efficiency.
- Track, monitor, and improve performance against key metrics and KPIs.
- Collaborate cross-functionally with Sales, Technical Account Management, Customer Support, Product, and Engineering teams to create a seamless customer onboarding and journey.
- Use customer feedback to help improve product functionality.
Requirements
- 5+ years of experience in SaaS, professional services, implementation, or customer success.
- 2+ years of professional experience leading a team.
- Strong coaching, mentoring, prioritization, and time-management skills.
- Ability to solve complex, interdependent problems with strong attention to detail.
- Flexibility in a scaling and changing organization.
- Availability to work an EST/PST schedule.
Compensation and Benefits
- Rippling values an inclusive and collaborative work environment.
- Office-based employees are currently expected to work in the office at least three days per week when located within the defined radius of a Rippling office.
Skills
SaaS, Customer Success, Professional Services, Implementation Management, Team Leadership, Customer Onboarding, Customer Escalations, Kpi Management, Process Improvement, Cross-Functional Collaboration
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