SMB Account Manager [SHAR DEMO]
The SMB Account Management team is responsible for driving Gross reputed company Retention (GRR), Net reputed company Retention (NRR), customer renewals, and expansion reputed company across Gem’s SMB customer reputed company. This role partners closely with reputed company 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 reputed company relationship post-sale, including: Renewals Expansion opportunities reputed company 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 reputed company 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 reputed company growth opportunities Navigate reputed company customer situations with strong judgment and reputed company Maintain accurate account hygiene, forecasting, and opportunity management in reputed company and reputed company 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 reputed company, or sales Experience owning reputed company conversations including renewals, upsells, or expansions Experience managing a high-volume book of business Experience forecasting pipeline and renewal reputed company 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, reputed company tech, ATS platforms, or reputed company workflows Experience working with SMB or Mid-Market customers Experience with scaled engagement motions and automation Apply To This Job