Customer Success Implementation Team Lead

3 weeks ago


Bengaluru, Karnataka, India Rippling Full time

About Rippling

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Rippling is a cutting-edge HR, IT, and Finance platform that empowers businesses to streamline their workforce operations. Our innovative solution brings together disparate systems, enabling organizations to manage every aspect of the employee lifecycle in a single, intuitive system.

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Benefits of Working with Rippling

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  • Competitive salary: $150,000 - $220,000 per year, based on location and experience">
  • Benefits package, including health insurance, 401(k) matching, and paid time off">
  • Equity in the company, offering a chance to share in our success">
  • A hybrid work environment, with three days per week spent in our Bangalore office">
  • The opportunity to work with a diverse team of talented professionals">
  • A comprehensive training program, ensuring you have the skills and knowledge needed to excel in your role">
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About the Role

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We are seeking an experienced Customer Success Implementation Team Lead to join our Implementation team in Bangalore. As a first-line manager, you will coach and develop a team of 6-8 Implementation Managers, engage with 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.

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Your Key Responsibilities

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  2. Develop Implementation Managers through hands-on coaching and mentorship">
  3. Support hiring & onboarding of new Implementation Managers">
  4. Succesfully resolve customer escalations for maximum satisfaction and positive relationships">
  5. Drive customer adoption of key features and best practices">
  6. Continuously evaluate, improve, and streamline internal processes for increased simplicity and efficiency">
  7. Track, monitor, and continuously improve performance on key metrics & KPIs">
  8. Collaborate cross-functionally with Rippling Sales, Technical Account Management, and Support teams to create a seamless customer journey">
  9. Collaborate with Product & Engineering to continuously improve product functionality based on customer feedback in Implementation">
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Requirements

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  • 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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What We Offer

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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.

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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.



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