SMB Account Manager

Handshake•San Francisco, CA

7d•$118,400 - $148,000•Hybrid

About The Position

Account Management at Handshake owns Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewals, and expansion revenue across our customer base. As an Account Manager, SMB / Mid-Market, you'll own the commercial relationship and growth strategy for a portfolio of approximately 75–130 customers, acting as a strategic commercial owner rather than a contract-execution renewal rep. You’ll be accountable for retaining and growing revenue while helping customers maximize the value of their partnership with Handshake. You’ll partner closely with Customer Success, Sales, RevOps, Product, Support, Finance, and Legal to develop account strategies, mitigate risk, navigate complex customer needs, and identify opportunities to deepen and expand customer relationships. This role is ideal for someone who enjoys balancing strategic account management, consultative selling, customer advocacy, and operational rigor. You’ll manage customers at different stages of their lifecycle and prioritize your time based on retention risk, expansion potential, and overall business impact.

Requirements

2+ years of experience in Account Management, Customer Success, Sales, Renewals, or another customer-facing B2B SaaS role
1+ years owning commercial outcomes such as renewals, expansion, upsell, cross-sell, or revenue retention
Track record managing and growing a portfolio of B2B SaaS customers and associated ARR
Proven ability to lead renewal and expansion opportunities from strategy through negotiation and close
Strong commercial acumen with the ability to balance customer needs with business objectives
Experience identifying customer risk and developing strategies to protect and improve retention
Experience managing pipeline and producing accurate forecasts against retention and/or expansion targets
Ability to build credibility and influence across multiple levels of a customer organization, including senior stakeholders and decision-makers
Strong prioritization and organizational skills with the ability to manage multiple customer opportunities and deadlines simultaneously
Excellent written and verbal communication skills, including the ability to navigate strategic, commercial, and difficult customer conversations
Strong cross-functional collaboration skills across Customer Success, Sales, Product, Support, Finance, Legal, and RevOps

Nice To Haves

Experience managing SMB and/or Mid-Market SaaS customers with responsibility for both retention and expansion
Experience carrying a renewal, expansion, or revenue quota and consistently delivering against commercial targets
Experience working in a startup, high-growth SaaS, or rapidly evolving go-to-market environment
Familiarity with HR technology, recruiting technology, ATS platforms, talent acquisition, or recruiting workflows
Experience selling or expanding multi-product SaaS platforms
Experience navigating procurement, competitive evaluations, pricing negotiations, and multi-year agreements
Experience using customer data and signals to prioritize a portfolio and identify retention and expansion opportunities
Familiarity with scaled engagement strategies, automation, and tech-touch account management motions

Responsibilities

Own commercial strategy across a portfolio of approximately 75–130 SMB and/or Mid-Market customers, with accountability for GRR, NRR, renewals, and expansion performance
Develop and execute strategic account plans that identify customer priorities, business outcomes, retention risks, expansion opportunities, and paths to long-term growth
Proactively manage the renewal lifecycle from early strategy and stakeholder alignment through negotiation and close
Lead commercial negotiations involving pricing, packaging, contract terms, multi-year agreements, and complex renewal scenarios
Identify, qualify, and close expansion opportunities across additional licenses, products, and multi-product offerings to increase NRR
Build multi-threaded relationships with champions, decision-makers, and executive stakeholders to reduce churn risk and unlock growth
Partner closely with Customer Success to connect product adoption and demonstrated customer value to renewal and expansion strategies
Lead strategic customer conversations focused on business priorities, ROI, future needs, and opportunities to expand the partnership
Proactively identify accounts at risk and develop clear retention and mitigation strategies in partnership with internal stakeholders
Navigate complex customer situations—including competitive evaluations, budget pressure, organizational changes, product concerns, and procurement—with sound commercial judgment and customer empathy
Maintain a clear understanding of portfolio health, including renewal status, expansion pipeline, account risk, stakeholder engagement, and growth potential
Own accurate and timely forecasting, pipeline management, and opportunity hygiene across revenue systems
Prioritize your portfolio effectively, balancing high-touch strategic engagement with scalable account management motions
Surface customer insights and trends to Product, Sales, Customer Success, and leadership to help improve our product and go-to-market strategy
Contribute to the continued evolution of Account Management by sharing best practices and identifying opportunities to improve processes, playbooks, segmentation, automation, and operating rhythms