**Director of Customer Success: Implementation Team Lead**

2 weeks ago


Bengaluru, Karnataka, India Rippling Full time

We are seeking a seasoned Customer Success Leader to join our Implementation team as a first-line manager. In this role, you will coach and develop a team of Implementation Managers, engage with high-priority customers, and drive improvement on key metrics.

Key Responsibilities:
  • Develop and mentor Implementation Managers through hands-on coaching and mentorship
  • Support the hiring and onboarding of new Implementation Managers
  • Successfully resolve customer escalations to maximize 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 and monitor performance on key metrics and KPIs
  • Cross-functionally collaborate with Rippling Sales, Technical Account Management, and Support teams to create a seamless customer journey
Requirements:
  • 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 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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