Senior Manager, SMB Core Accounts — Growth & Retention

Rippling; New York (NY); On-site; USD 132,000 - 230,000; Full time

Benefits offered by this job

Benefits

Equity

Job summary

Rippling is seeking a Senior Manager of Account Management for SMB Core to lead a high-velocity team and drive retention and expansion across ~130 accounts. You will coach three front-line managers, set cadence, and scale playbooks to improve cross-sell, up-sell, and renewal outcomes.

You will own the segment forecast, renewals, and executive roll-ups while partnering with Implementation, Product, Sales, and Deal Desk to remove friction and maximize customer lifetime value.

Qualifications

• 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.

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.

Skills

Account Management

Leadership

Salesforce

Dashboards

Gong

Tools

Salesforce

Gong

Job description

Rippling is seeking a Senior Manager of Account Management for SMB Core to lead a high-velocity team and drive retention and expansion across ~130 accounts. You will coach three front-line managers, set cadence, and scale playbooks to improve cross-sell, up-sell, and renewal outcomes.

You will own the segment forecast, renewals, and executive roll-ups while partnering with Implementation, Product, Sales, and Deal Desk to remove friction and maximize customer lifetime value.