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About the Role
We are looking for a pragmatic, high-velocity Account Management leader to run our SMB Core Accounts team. You will manage a team of three front-line Managers of Account Management, owning aggregate retention and expansion targets across their books. Your organization is responsible for core platform accounts within the SMB segment, requiring a balance of high-volume operational efficiency with strategic, revenue-generating motions.
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 3 front-line managers—setting operational cadence, driving performance management, and building bench strength.
- Design and execute high-velocity, scalable engagement playbooks tailored to Account Managers managing ~130 accounts each.
- Own the segment-level forecast, pipeline, renewal reviews, and executive roll-ups.
- Forecast renewals 3-6 months out to identify churn/contraction risks early and position 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.
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.
Skills
- Salesforce
- Dashboards
- Gong
- Multi-product SaaS cross-sell experience
- HRIS/Payroll/HCM platforms
Location
- San Francisco
- New York
- Chicago
Work Type
- Hybrid
Experience Level
- 1+ year managing managers
- 4+ years of overall people management experience
- 7+ years in Account Management, Customer Success, or Sales
- 4+ years directly owning a revenue/quota target
Salary/Compensations
- Competitive salary + benefits + equity
Benefits
- Competitive salary + benefits + equity
About the Company
- Rippling values in-person collaboration to foster execution speed and strong team alignment.
Equal Opportunity
- 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 information, 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 accommodations@rippling.com