Director / Senior Manager, Implementation (Enterprise)
About the role
Implementation is an essential differentiator for Rippling. The ideal candidate for this role is a seasoned customer success leader with extensive experience building high performing teams and executing strategic initiatives aligned with key business goals. As the leader of Implementation Segment, you will manage, mentor, empower, and grow your team to meet and exceed key performance metrics in the areas of customer experience, time to value, product adoption, and team productivity. You will also coordinate cross-functionally with our Sales, Product & Engineering and Customer Support teams to ensure a seamless customer onboarding experience.
You will report to our Sr. Director of Implementation and work closely with our Sales, CX, and Product senior leadership teams.
What you will do
Hire, mentor, and grow high-performing teams that consistently meet and exceed quarterly goals and targets
Successfully resolve customer escalations for maximum satisfaction and positive relationships
Leverage a data-driven approach to building and optimizing processes that drive efficiency and an improved customer experience
Execute quarterly plans aligned with business objectives
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
Build and maintain a collaborative, inclusive team culture
What you will need
8+ years of experience leading an Implementation or Customer Success team within a fast-paced environment, startup, or SaaS organization
Deep understanding of systems and operations with B2B or B2C products
Experience hiring and managing a distributed team
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
Lead by example with a learning mindset, people-first attitude, and strong sense of responsibility for your domain
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
High integrity individual who’s enthusiastic about building a great company for the long term
Courage to challenge the status quo when logic and reason require it. See something broken? Fix it
Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a 40 mile radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.
This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.
A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.