SMB Account Manager

About Handshake Handshake was founded on a simple belief that everyone deserves a path to a great career, regardless of where they went to school or who they know. Today, we power 25 million job seekers, 1 million+ employers, and 1,600 educational institutions. In 2025, we started Handshake AI and built the fastest-growing AI data business in history. We work directly with frontier AI lab researchers to create evaluations, publish benchmarks, and push the boundary of data. We’ve grown from $0 to ~$1B run rate and pay ~$60M to over 30K individuals every month. Why Join Handshake Now Shape how every career evolves in the AI economy, at global scale, with impact your friends, family and peers can see and feelPartner hand-in-hand with world-class AI labs, Fortune 500 partners and the world’s top educational institutionsWork together with engineers, scientists, operators, and more from Palantir, Meta, Scale AI, and former YC foundersBuild a massive, fast-growing business with billions in revenue About The Role Account Management at Handshake owns Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewals, and expansion revenue across our customer base. As an Account Manager, SMB / Mid-Market, you'll own the commercial relationship and growth strategy for a portfolio of approximately 75–130 customers, acting as a strategic commercial owner rather than a contract-execution renewal rep. You’ll be accountable for retaining and growing revenue while helping customers maximize the value of their partnership with Handshake. You’ll partner closely with Customer Success, Sales, RevOps, Product, Support, Finance, and Legal to develop account strategies, mitigate risk, navigate complex customer needs, and identify opportunities to deepen and expand customer relationships. This role is ideal for someone who enjoys balancing strategic account management, consultative selling, customer advocacy, and operational rigor. You’ll manage customers at different stages of their lifecycle and prioritize your time based on retention risk, expansion potential, and overall business impact. Own commercial strategy across a portfolio of approximately 75–130 SMB and/or Mid-Market customers, with accountability for GRR, NRR, renewals, and expansion performanceDevelop and execute strategic account plans that identify customer priorities, business outcomes, retention risks, expansion opportunities, and paths to long-term growthProactively manage the renewal lifecycle from early strategy and stakeholder alignment through negotiation and closeLead commercial negotiations involving pricing, packaging, contract terms, multi-year agreements, and complex renewal scenariosIdentify, qualify, and close expansion opportunities across additional licenses, products, and multi-product offerings to increase NRRBuild multi-threaded relationships with champions, decision-makers, and executive stakeholders to reduce churn risk and unlock growthPartner closely with Customer Success to connect product adoption and demonstrated customer value to renewal and expansion strategiesLead strategic customer conversations focused on business priorities, ROI, future needs, and opportunities to expand the partnershipProactively identify accounts at risk and develop clear retention and mitigation strategies in partnership with internal stakeholdersNavigate complex customer situations—including competitive evaluations, budget pressure, organizational changes, product concerns, and procurement—with sound commercial judgment and customer empathyMaintain a clear understanding of portfolio health, including renewal status, expansion pipeline, account risk, stakeholder engagement, and growth potentialOwn accurate and timely forecasting, pipeline management, and opportunity hygiene across revenue systemsPrioritize your portfolio effectively, balancing high-touch strategic engagement with scalable account management motionsSurface customer insights and trends to Product, Sales, Customer Success, and leadership to help improve our product and go-to-market strategyContribute to the continued evolution of Account Management by sharing best practices and identifying opportunities to improve processes, playbooks, segmentation, automation, and operating rhythms Desired Capabilities 2+ years of experience in Account Management, Customer Success, Sales, Renewals, or another customer-facing B2B SaaS role1+ years owning commercial outcomes such as renewals, expansion, upsell, cross-sell, or revenue retentionTrack record managing and growing a portfolio of B2B SaaS customers and associated ARRProven ability to lead renewal and expansion opportunities from strategy through negotiation and closeStrong commercial acumen with the ability to balance customer needs with business objectivesExperience identifying customer risk and developing strategies to protect and improve retentionExperience managing pipeline and producing accurate forecasts against retention and/or expansion targetsAbility to build credibility and influence across multiple levels of a customer organization, including senior stakeholders and decision-makersStrong prioritization and organizational skills with the ability to manage multiple customer opportunities and deadlines simultaneouslyExcellent written and verbal communication skills, including the ability to navigate strategic, commercial, and difficult customer conversationsStrong cross-functional collaboration skills across Customer Success, Sales, Product, Support, Finance, Legal, and RevOps Extra Credit Experience managing SMB and/or Mid-Market SaaS customers with responsibility for both retention and expansionExperience carrying a renewal, expansion, or revenue quota and consistently delivering against commercial targetsExperience working in a startup, high-growth SaaS, or rapidly evolving go-to-market environmentFamiliarity with HR technology, recruiting technology, ATS platforms, talent acquisition, or recruiting workflowsExperience selling or expanding multi-product SaaS platformsExperience navigating procurement, competitive evaluations, pricing negotiations, and multi-year agreementsExperience using customer data and signals to prioritize a portfolio and identify retention and expansion opportunitiesFamiliarity with scaled engagement strategies, automation, and tech-touch account management motions Perks Handshake delivers benefits that help you feel supported and thrive at work and in life. The below benefits are for full-time US employees. 🎯 Ownership: Equity in a fast-growing company 💰 Financial Wellness: 401(k) match, competitive compensation, financial coaching 🍼 Family Support: Paid parental leave, fertility benefits, parental coaching 💝 Wellbeing: Medical, dental, and vision, mental health support, $500 wellness stipend 📚 Growth: $2,000 learning stipend, ongoing development 💻 Remote & Office: Internet, commuting, and free lunch/gym in our SF office 🏝 Time Off: Flexible PTO, 15 holidays + 2 flex days 🤝 Connection: Team outings & referral bonuses Compensation Range: $118.4K - $148K