Manager, PEO Implementation
Rippling · Austin, TX
- On site
- Full-time
- $140,000 / year
- Austin, TX
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Job highlights
- Lead and coach a team of 6-8 Implementation Managers.
- Drive customer success and adoption of key features.
- Resolve high-priority customer escalations effectively.
- Collaborate with Sales, Product, and Support teams.
- Improve internal processes for efficiency and simplicity.
About the role
About Rippling
Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.
Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.
Based in San Francisco, CA, Rippling has raised $1.2B from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.
About The Role
We are looking for a seasoned customer success leader to join our Implementation team. As a first-line manager, you will coach and develop a team of 6-8 Implementation Managers, engage on high priority customers and drive improvement on key metrics. You will also coordinate cross-functionally with our 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
- 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
Key skills/competency
- Customer Success Leadership
- Team Management
- SaaS Implementation
- Customer Onboarding
- Process Improvement
- Cross-functional Collaboration
- Problem Solving
- Performance Metrics
- Escalation Management
- Client Relationship Management
Skills & topics
- Manager
- PEO Implementation
- Customer Success
- SaaS
- Team Leadership
- Implementation Management
- Onboarding
- Process Improvement
- Customer Support
- Sales Collaboration
How to get hired
- Tailor your resume: Highlight your 5+ years of SaaS experience and 2+ years of team leadership, focusing on customer success and implementation achievements.
- Showcase leadership: Emphasize your coaching abilities, passion for team growth, and experience resolving complex problems and managing escalations.
- Demonstrate initiative: Prepare to discuss your approach to process improvement, driving customer adoption, and cross-functional collaboration.
- Research Rippling: Understand their mission, investor base, and focus on in-office collaboration to align your application with their culture and values.
- Ace the interview: Be ready to share specific examples of how you've managed teams, improved customer satisfaction, and contributed to business success.
Technical preparation
Familiarize with SaaS implementation methodologies.,Study customer success best practices.,Understand HR, IT, and Finance systems.,Prepare to discuss process optimization strategies.
Behavioral questions
Describe a time you coached a direct report.,How do you handle customer escalations?,Share an example of process improvement.,How do you foster team collaboration?
Frequently asked questions
- What is the expected salary range for the Manager, PEO Implementation role at Rippling?
- The salary for this role at Rippling varies by US tier. For US Tier 1, the range is $111,000 - $175,750. For US Tier 2, it's $99,900 - $158,175. For US Tier 3, it's $94,350 - $149,387. The final offer depends on factors like experience and location.
- What is the work arrangement for this Manager, PEO Implementation position at Rippling?
- Rippling highly values in-office collaboration. For employees within a 40-mile radius of a Rippling office, working in the office at least three days a week is considered an essential function of the role.
- What kind of experience is required for the Manager, PEO Implementation role?
- This role requires at least 5 years of SaaS experience in professional services, implementation, or customer success, along with 2+ years of experience leading a team. A passion for team development and strong problem-solving skills are also essential.
- How does Rippling approach employee accommodations for the Manager, PEO Implementation role?
- Rippling is committed to providing reasonable accommodations for candidates with disabilities during the hiring process. If you need assistance, you can reach out to accomodations@rippling.com.
- What are the key responsibilities of a Manager, PEO Implementation at Rippling?
- The key responsibilities include coaching and developing a team of Implementation Managers, managing high-priority customers, resolving escalations, driving customer adoption, improving internal processes, and collaborating with Sales, Product, and Support teams.
- What are the opportunities for growth in the Manager, PEO Implementation role at Rippling?
- This role offers opportunities to develop your leadership skills through hands-on coaching and mentorship. You will also contribute to the growth of new Implementation Managers and collaborate with product teams, providing avenues for professional advancement within Rippling.