SMB Account Manager
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.
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.
About Gem
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.
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
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.
Apply To This Job
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.
About Gem
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.
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
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.
Apply To This Job