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SMB Account Manager
Gem
WorldwideRemote4w ago
- Employment
- Full-time
About the role
Role Details
- Location:
- [Remote, US]. This role is eligible for remote work in the United States
- Compensation:
- The annual OTE for this role is $108,000 USD in addition to equity & benefits.
About Gem
- Forbes America's Best Startup Employers 2024, 2025, and 2026
- Great Place to Work Certified, 2024
- Fortune Best Workplaces for Millennials, 2023
The Team & Role
- Renewals
- Expansion opportunities
- Commercial strategy
- Risk mitigation
- Customer growth planning
- Stakeholder management
- Forecasting
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
- 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
Perks & benefits
- Equity Compensation
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