SMB Account Manager

Handshake was founded on a simple belief that everyone deserves a path to a great career regardless of where they went to school or who they know. Today we power 25 million job seekers 1 million employers and 1600 educational institutions.

In 2025 we started Handshake AI and built the fastest-growing AI data business in history. We work directly with frontier AI lab researchers to create evaluations publish benchmarks and push the boundary of data. Weve grown from $0 to $1B run rate and pay $60M to over 30K individuals every month.

Why join Handshake now:

• Shape how every career evolves in the AI economy at global scale with impact your friends family and peers can see and feel

• Partner hand-in-hand with world-class AI labs Fortune 500 partners and the worlds top educational institutions

• Work together with engineers scientists operators and more from Palantir Meta Scale AI and former YC founders

• Build a massive fast-growing business with billions in revenue

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 youll own the commercial relationship and growth strategy for a portfolio of approximately 75130 customers acting as a strategic commercial owner rather than a contract-execution renewal rep. Youll be accountable for retaining and growing revenue while helping customers maximize the value of their partnership with Handshake.

Youll 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. Youll manage customers at different stages of their lifecycle and prioritize your time based on retention risk expansion potential and overall business impact.

• Own commercial strategy across a portfolio of approximately 75130 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 situationsincluding competitive evaluations budget pressure organizational changes product concerns and procurementwith 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

• 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

• 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

Handshake delivers benefits that help you feel supported and thrive at work and in life.

The below benefits are for full-time US employees.

Ownership: Equity in a fast-growing company

Financial Wellness: 401(k) match competitive compensation financial coaching

Family Support: Paid parental leave fertility benefits parental coaching

Wellbeing: Medical dental and vision mental health support $500 wellness stipend

Growth: $2000 learning stipend ongoing development

Remote & Office: Internet commuting and free lunch/gym in our SF office

Time Off: Flexible PTO 15 holidays 2 flex days

Connection: Team outings & referral bonuses

Required Experience:

IC