**Director of Customer Success: Implementation Team Lead**
2 weeks ago
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
- 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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Customer Success Team Lead
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