Senior Manager, Technical Account Management

About the role

The Technical Account Management (TAM) team partners with Ripplings largest and most strategic customers to help them realize long-term value from the platform. TAMs own key administrator relationships develop account strategy drive product adoption and bring customer feedback back into the business to improve the overall customer experience.

As a Senior Manager Technical Account Management you will lead a team of TAM Managers responsible for delivering exceptional customer outcomes across high-value customer segments. You will be accountable for segment performance manager effectiveness operational rigor and the development of a strong leadership bench. This role requires someone who can create leverage through leaders: setting direction coaching managers building scalable systems and partnering cross-functionally to solve complex customer and business problems.

You will work closely with leaders across Account Management Customer Experience Support Product Engineering and Revenue Operations to improve retention adoption customer health renewal execution and scalable operating mechanisms across the TAM organization.

What you will do

• Lead coach and develop TAM Managers ensuring they are equipped to manage performance develop their teams and deliver against business goals.
• Own segment-level performance across key TAM metrics including customer experience adoption retention renewal support operational execution productivity and quality.
• Build and evolve the operating cadence for your area including goals inspection mechanisms business reviews forecasting escalation review account coverage and performance management.
• Create clear expectations priorities and accountability mechanisms for managers ensuring their teams work is aligned to broader TAM and company objectives.
• Develop succession plans and leadership depth by identifying coaching and creating growth opportunities for current and future people leaders.
• Partner with managers on hiring onboarding performance management career development promotions and retention of top talent within their teams.
• Lead cross-functional initiatives that improve the customer journey reduce operational friction and create scalable best practices across multiple TAM teams or segments.
• Identify systemic gaps in process tooling customer experience or team performance then design and implement durable solutions through managers and cross-functional partners.
• Serve as an escalation leader for complex customer issues helping managers and teams balance customer needs business priorities risk and long-term scalability.
• Partner with Product and Engineering to surface persistent customer pain points influence roadmap priorities and improve the customer experience at scale.
• Use data customer insights and frontline feedback to make tradeoffs allocate resources and recommend improvements to team structure coverage models and operating processes.
• Communicate clearly with senior leaders and cross-functional partners translating team performance risks and opportunities into actionable business recommendations.
• Establish and scale best practices across your managers teams raising the bar for coaching account strategy renewal preparation escalation management and customer value realization.

What you will need

• 5 years of experience leading customer-facing post-sales teams in a fast-paced SaaS technology customer success technical account management or customer experience environment.
• Prior experience managing people leaders with a demonstrated ability to coach managers develop leadership capability and build high-performing teams through others.
• High emotional intelligence coachability resilience and sound judgment in complex customer team and leadership situations.
• Proven track record of delivering or exceeding team-level business outcomes across customer retention adoption customer health productivity quality or renewal-related metrics.
• Experience hiring developing retaining and performance-managing teams through managers in a high-growth or high-change environment.
• Excellent cross-functional leadership skills with the ability to influence peers and senior stakeholders across Account Management CX Support Product Engineering and Operations.
• Deep product and systems curiosity with the ability to become a trusted internal subject-matter expert and coach managers on technical and operational best practices.
• Eager for a very hands-on ambiguous role where youll be asked to make thoughtful tradeoffs take on projects outside your comfort zone and learn quickly.

Additional Information

Rippling is an equal opportunity employer. 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 Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation please email

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 defined 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 employees role.

A variety of factors are considered when determining someones compensationincluding a candidates professional background experience and location. Final offer amounts may vary from the amounts listed.

This role will receive a competitive salary 12% annual variable benefits equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here. Dont see your location Ask your recruiter.

This role will receive a competitive salary variable pay benefits equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.

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