About the role

We are looking for a seasoned customer success leader to lead our Channel Implementation team. The Channel Implementation team works directly with Rippling’s Accountant partners to implement their customers on Rippling. As a first line manager, you will coach and develop a team of 5-8 Implementation Managers, engage on high priority customers and drive improvement on key metrics. You will also work closely with IM leadership to define Rippling’s channel implementation strategy, including scaling our partnerships with Value Added Resellers and Systems Integrators. As the leader of our Channel team, you will coordinate with Sales, Product & Engineering and Customer Support teams to ensure a seamless customer onboarding experience. 

What you will do

• Develop Implementation Managers through hands-on coaching and mentorship

• Lead hiring & onboarding of new Implementation Managers

• Successfully resolve customer escalations for maximum satisfaction and positive relationships

• Continuously evaluate, improve, and streamline internal processes for increased simplicity and efficiency

• Track, monitor & continuously improve performance on key metrics & KPIs 

• Collaborate with Product & Engineering to continuously improve product functionality for the Implementation of Channel partners 

• Collaborate cross-functionally with Rippling Sales, Technical Account Management and Support teams to create a seamless customer journey

• Design & scale the implementation model for our value added reseller program 

What you will need

• 8+ 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

Additional information

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accomodations@rippling.com

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.