Technical Account Manager, Key Accounts

About Rippling

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.4B+ from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.

About the role

Rippling is looking for a customer-obsessed Technical Account Manager (TAM) to join our Key Accounts TAM team. As a Key Accounts Technical Account Manager at Rippling, you will be a trusted advisor for our most valuable clients, managing strategic relationships and delivering an exceptional customer experience. You’ll work with a small portfolio of 3-4 enterprise accounts to drive satisfaction, retention, and growth, aligning Rippling’s solutions with the client’s strategic goals.

The Key Accounts TAM will collaborate closely with the Named Accounts team, Product, Engineering, and Support to address client needs, tackle challenges, and maximize product adoption and impact. You will own the key admin relationships, and be responsible for turning customers into long-term champions, developing account strategy, and enabling Rippling’s key accounts, all while providing an impeccable customer experience along the way. If you are a self-starter, find yourself constantly taking on new challenges, working diligently until you find solutions, and pride yourself in providing an excellent customer experience, you're in the right place!

About the team

The Technical Account Management team manages long-term relationships with Rippling’s growing and complex customers by becoming their trusted Rippling advisor. Our team of 100+ TAMs - spread across the globe - partners cross-functionally from account management to product to engineering and more. Since the TAM team’s inception, we have partnered with hundreds of customers ensuring their adoption of key Rippling products and success on our platform.

What you will do

• Client Engagement & Relationship Management
  • Build and maintain strong, strategic relationships with decision-makers and key stakeholders.
  • Act as the primary point of contact, ensuring seamless, high-touch support and delivering a "white glove" experience.
  • Meet onsite with clients quarterly to strengthen relationships and review business alignment.
• Strategic Growth Planning
  • Partner with the Named Accounts Manager to identify and execute upselling and cross-selling opportunities.
  • Work with the cross-functional teams to assess client technical needs and drive deeper product adoption.
  • Lead regular business reviews, assess account health, and identify growth areas.
• Product Collaboration & Enhancement
  • Serve as a conduit between clients and Rippling’s Product teams, offering feedback to guide product improvements.
  • Project-manage client requests to resolution and support product rollouts.
  • Hold monthly product meetings with product managers and execs to track commitments and progress on product feature requests.
• Customer Retention & Renewal Strategy
  • Support renewal discussions by showcasing the value Rippling has delivered, leveraging ROI insights.
  • Collaborate with Named Accounts Manager to mitigate potential risks and strategize for long-term retention.
  • Provide executive sponsors with weekly updates on account health, renewal risks, and strategic opportunities.
• Incident Management & Escalation
  • Act as the escalation contact for critical incidents impacting Key Accounts.
  • Collaborate with Support and Engineering to ensure rapid resolution, delivering full root-cause analyses (RCA) post-incident.
  • Proactively communicate with clients during high-impact issues, maintaining transparency.
• Reporting & Executive Updates
  • Provide high-level reporting on account health, issue resolution, and product adoption for clients and internal leadership.
  • Present quarterly business reviews (QBR) of customers to execs, reporting on key metrics and strategic opportunities.

What you will need

• Experience: Minimum of 6 years in client management or technical account management, ideally within a high-growth SaaS company.
• Skills: Exceptional client engagement and relationship-building skills, technical acumen, and ability to collaborate cross-functionally.
• Mindset: Strategic thinker, proactive problem-solver, and client advocate who can navigate complex needs.
• Advocacy: Clear understanding of customer needs, process, impact and be able to present asks at an executive level
• Willingness to travel: At least once a quarter to customer HQ or Rippling HQ