Senior Manager, Account Management (SMB - Core)

About the role

We are looking for a pragmatic, high-velocity Account Management leader to run our SMB Core Accounts team. You will be a second-line leader managing a team of three front-line Managers of Account Management, owning the aggregate retention and expansion targets across their books.

In this role, your organization is responsible for our core platform accounts within the SMB segment (typically representing 30-70k in current spend). Because our SMB Account Managers carry larger books of business (~130 accounts), you must excel at balancing high-volume operational efficiency with strategic, revenue-generating motions across retention and cross-sell/upsell.

What you will do

• 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.

What you will need

• 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.

Additional Information

• Rippling values in-person collaboration to foster execution speed and strong team alignment.
• This role is based out of our San Francisco, New York, or Chicago offices.
• Under current policy, working in-office at least three days per week is considered an essential function of this role.

Pay and benefits

This role will receive a competitive salary + 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.

A variety of factors are considered when determining someone's compensation-including a candidate's professional background, experience, and location. Final offer amounts may vary from the amounts listed below.

*Commission is not guaranteed