Manager, Technical Account Consulting

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 We are looking for a seasoned leader to manage our Technical Account Consulting (TAC) team. This role is crucial for scaling out Rippling’s product adoption strategy to retain existing customers. As the specialized product experts within each of Rippling’s product lines, Technical Account Consultants (TACs) lead targeted customer engagements to facilitate comprehensive client education, resolve intricate technical challenges, and optimize configurations to enhance product adoption in alignment with strategic business objectives and retention goals. As a front-line leader in a growing, fast-paced environment, you will need to define new operational processes and adoption strategies, coach your teams directly on performance, and collaborate cross-functionally to drive product advocacy. The ideal candidate is a customer-obsessed strategist eager to scale out a team of incredible TACs and who excels at leading teams through continuous process enhancements. What you will do Team Leadership & Enablement: Lead, coach, and mentor a team of Technical Account Consultants (TACs), driving high performance, growth, and career progression. Conduct ongoing engagement status reviews and call quality assessments. Ensure the team is trained and confident in Rippling product capabilities that serve customer needs. Adoption Playbooks: Develop repeatable engagement playbooks tailored to customer lifecycle events, adoption opportunities, and customer retention plans. Regularly assess and refine SOPs to drive increased product usage, improved CSAT, and customer health. Resource Allocation & Planning: Manage team capacity, engagement requests, and assignments across multiple concurrent, complex engagements, ensuring efficient & valuable use of resources. Measure team impact and prioritize engagements that drive positive CSAT, bolster long-term product adoption, and retain customer ARR. Strategic Customer & Internal Engagement: Own high-impact customer interactions directly and serve as the voice of the customer to cross-functional stakeholders. Act as the primary client-facing escalation point to resolve and simplify technically complex issues for your team’s engaged accounts, in partnership with other team leaders. Partner with Technical Account Management to identify TAC engagement opportunities. Maintain strong internal influence to shape the Product roadmap. Partner with Support to mitigate escalations. Performance Metrics: Refine individual KPIs, improve reporting metrics visibility, and coach performance against metrics such as engagement, Time-to-Close (TTC), customer satisfaction (CSAT), adoption %, & long term retention, focusing on both quality and efficiency. What you will need 5+ years of SaaS experience in a solution-oriented customer-facing role (i.e. Customer Success, Support, Technical Account Management, Consulting). Industry experience (HR, Payroll, and/or IT) preferred. 3+ years of professional experience leading, coaching, and mentoring a team. Customer Obsessed Mentality: Proven track record of developing engage