The SMB Account Management team is responsible for 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.
Unlike a traditional Renewal Manager role focused primarily on contract execution, the SMB Account Manager owns the full commercial relationship post-sale, including:
Renewals
Expansion opportunities
Commercial strategy
Risk mitigation
Customer growth planning
Stakeholder management
Forecasting
This is a highly strategic, customer-facing role suited for someone who enjoys managing a high-volume book of business while balancing consultative selling, retention strategy, and operational rigor. A typical number of accounts per portfolio is around 130 accounts.
What you'll do day-to-day
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
Required Experience
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