SMB Account Manager

Gem•United States,

5d•$108,000 - $108,000•Remote

About The Position

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

Requirements

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

Nice To Haves

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

Responsibilities

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