SMB Account Manager

About the role

The SMB Account Manager role is highly strategic and customer-facing, focusing on driving Gross Revenue Retention (GRR), Net Revenue Retention (NRR), customer renewals, and expansion revenue across Gem’s SMB customer base. This role partners closely with Customer Success Managers (CSMs), Sales, RevOps, Product, and Support to ensure customers realize value from Gem while identifying opportunities to grow customer partnerships over time.

Responsibilities

• Own a portfolio of SMB customer accounts and proactively manage renewals, cross-sells, and upsells from early engagement through close
• Build and execute renewal strategies designed to maximize GRR and minimize churn risk
• Identify expansion opportunities including additional licenses, product adoption, AI solutions, ATS opportunities, and multi-product packaging
• Partner with CSMs to align value realization to commercial growth opportunities
• Navigate complex customer situations with strong judgment and empathy
• Maintain accurate account hygiene, forecasting, and opportunity management in Salesforce and Gong
• Identify opportunities to improve team processes, playbooks, and operational efficiency
• Contribute to building scalable SMB retention and expansion motions

Requirements

• 3+ years in a customer-facing B2B SaaS role
• 2+ years of experience in account management, renewals, quota-carrying customer success, or sales
• Experience owning commercial conversations including renewals, upsells, or expansions
• Experience managing a high-volume book of business
• Experience forecasting pipeline and renewal outcomes
• Experience working cross-functionally with CSMs, Sales, Support, Product, and/or RevOps

Preferred Experience

• Experience in startup or high-growth SaaS environments
• Familiarity with HR tech, recruiting tech, ATS platforms, or talent acquisition workflows
• Experience working with SMB or Mid-Market customers
• Experience with scaled engagement motions and automation

Benefits

Gem is an equal opportunity employer. We celebrate our inclusive work environment and encourage folks of all backgrounds and perspectives to apply. At Gem, we’re committed to having an inclusive and transparent environment where every voice is heard and acknowledged. We embrace our differences, and know that our diverse team is a strength that drives our success.

Pay

The annual OTE for this role is $108,000 USD in addition to equity & benefits. The range displayed on this job posting reflects the minimum and maximum target depending on the location of each candidate. In addition to location, other factors including level, job-related knowledge, skills, and experience will determine compensation.

Schedule

This role is eligible for remote work in the United States.