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Rippling is seeking a Senior Manager of Account Management to lead the SMB Core Accounts team. You will serve as a second-line leader managing three front-line Managers of Account Management, owning aggregate retention and expansion targets across their books. The team manages core platform accounts within the SMB segment (typically $30–70k in current spend), with individual Account Managers carrying ~130 accounts each.
Key Responsibilities:
- Build and scale an Account Management organization that consistently exceeds gross retention, net retention, and expansion targets across the SMB Core segment.
- Directly lead, coach, and develop three front-line managers—setting operational cadence, driving performance management, and building bench strength.
- Design and execute high-velocity, scalable engagement playbooks tailored to high-volume account management.
- Own segment-level forecast, pipeline, renewal reviews, and executive roll-ups.
- Forecast renewals 3–6 months out to identify churn and contraction risks early, positioning every renewal as an expansion opportunity.
- Step in as an executive sponsor on high-risk renewals, complex escalations, and key commercial negotiations.
- Continuously refine segment KPIs, identify operational bottlenecks, and implement data-driven improvements.
- Partner closely with Implementation, Product, Sales, SOS, and Deal Desk to eliminate friction and drive customer lifetime value.
About Rippling:
Rippling provides an all-in-one platform for HR, IT, and Finance, bringing together workforce systems like payroll, expenses, benefits, and device management. The company has raised $1.4B+ from top-tier investors including Kleiner Perkins, Founders Fund, and Sequoia, and was named one of America's best startup employers by Forbes.
Requirements:
- 1+ year managing managers (as a Senior Manager, Director, or equivalent) with 4+ years of overall people management experience.
- 7+ years in Account Management, Customer Success, or Sales, including 4+ years directly owning a revenue/quota target.
- Demonstrated track record of hitting retention and expansion goals through first-line managers within an SMB, high-volume, or high-velocity SaaS environment.
- Proven operational rigor: proficient at using data (Salesforce, dashboards, Gong) to inspect pipeline health, spot segment trends, and coach leaders.
- Strong executive presence with sound judgment on cross-functional escalation and deal structuring.
- A bias for action and continuous improvement—identifying broken workflows and proactively fixing them.
- Nice to have: Multi-product SaaS cross-sell experience or background in HRIS/Payroll/HCM platforms.
