The Role
The SMB Account Manager drives revenue retention and expansion for Gem's SMB accounts by managing renewals, upsells, and customer relationships. They strategize to enhance customer growth and collaborate with teams to optimize account management processes.
Summary Generated by Built In
Role Details
About Gem
The Team & Role
What you'll do day-to-day
Required Experience
- 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.
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.
Gem is the only AI-first all-in-one recruiting platform. It brings together your ATS, CRM, sourcing, scheduling, and analytics — plus 800+ million profiles to source from — with AI built into every workflow. By eliminating the headaches of juggling multiple tools, Gem helps customers boost recruiter productivity by up to 5x while saving 30-50% on technology costs. Over 1,000 organizations — from startups to industry leaders like Zillow, DoorDash, and Asana — trust Gem to fuel their growth. With an industry-leading 4.8/5 rating on G2, Gem is the platform recruiters actually love to use. Gem has raised $148M from renown investors including Accel, Greylock, ICONIQ, Sapphire, and Meritech.
With Gem, you can experience the power of a truly connected recruiting platform — one consistent interface, unified data, smarter AI recommendations, and simplified permissions. Our customers achieve remarkable results.
Just as we strive to help our customers find great talent, we also invest in our own people and culture. We are proud of the culture we’ve built and have recently been recognized as:
- 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
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.
- 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
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.
Gem is committed to developing a barrier-free recruitment process and work environment. If you require any accommodation, please email us at [email protected] and we’ll work with you to meet your accessibility needs.
Gem’s Candidate Privacy Notice
By clicking “Submit Application”, you acknowledge and agree that you have read and understand Gem’s Candidate Privacy Statement, including the information provided on how Gem processes your personal data and your related rights as set forth therein.
Skills Required
- 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
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The Company
What We Do
Gem helps talent acquisition teams hire with remarkable speed and efficiency. Our platform transforms recruiting into a strategic, data-driven function and gives every part of the organization the tools to drive results and showcase their impact. With Gem, teams can automate and personalize candidate communication, unify all recruiting touchpoints into a single system, and get usable data across the entire hiring process.
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