Senior Manager, Technical Account Management

Rippling•San Francisco, CA

4h•$126,720 - $190,000•Hybrid

About The Position

The Technical Account Management (TAM) team partners with Rippling’s 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.

Requirements

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 you’ll be asked to make thoughtful tradeoffs, take on projects outside your comfort zone, and learn quickly.

Responsibilities

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.