# Manager, Technical Account Management

**Company:** [Rippling](https://hotfix.jobs/companies/rippling)
**Location:** Dublin, Ireland
**Role:** Customer Success
**Experience:** 5+ years
**Skills:** SaaS, Account Management, Customer Success, Customer Strategy, Product Adoption, Escalation Management, Team Management, Performance Management, Recruiting, Time Management
**Posted:** 2026-08-18

> Leads a team of Technical Account Managers responsible for strategic-account health, customer adoption, escalations, and retention. The role requires significant SaaS customer-facing experience, people-management expertise, and strong account-management and customer-success skills.

## Job Description

## Responsibilities
- Manage a team of customer-focused Technical Account Managers (TAMs) supporting strategic accounts in the broker partner channel.
- Partner with TAMs to build effective customer-strategy playbooks.
- Develop senior-level customer relationships.
- Serve as an escalation point for the team's accounts.
- Train the team on Rippling product capabilities.
- Own ongoing TAM account assignments.
- Participate in recruiting from sourcing through hiring.
- Drive customer adoption of key features and best practices.
- Meet weekly with team members to review key-account updates.
- Performance-manage the team to support its success.
- Advocate cross-functionally for customer and partner needs.
- Collaborate with Product to incorporate customer feedback into the product roadmap.
- Partner with team leaders and Support to manage customer escalations.
- Coordinate customer support for major lifecycle events.
- Build TAM team processes and culture.
- Measure team impact and prioritize customer-experience lifecycle events.
- Improve TAM workflows and optimize process inefficiencies.
- Collaborate with leadership on quarterly kickoffs, offsites, and team-building events.

## Requirements
- 5+ years of SaaS experience in a customer-facing role.
- 2+ years of management experience.
- Experience supporting and guiding team growth, career progress, and job performance.
- Expertise in account-management and customer-success best practices.
- Strong prioritization and time-management skills.
- Strong attention to detail and ability to solve complex, interdependent problems.
- Flexibility in a fast-paced organization with dynamic responsibilities.

## Nice to Have
- 1+ years of experience in HR, payroll, or insurance brokerage.

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