Head of Account Management
Gem, San Francisco, CA, United States
Location: San Francisco, CA. This role is based 2 days per week out of our San Francisco, HQ and is not eligible for full-time remote work.
Compensation: The annual OTE range for this role is $240,000 - $280,000, in addition to equity & benefits
The range displayed on this job posting reflects the minimum and maximum compensation. Factors including location, level, job-related knowledge, skills, and experience will determine compensation.
About Gem
Gem is the AI-powered recruiting platform TA teams love. It helps you maximize productivity, hire faster, and save money – all while giving recruiters a solution they find easy to use. Use Gem as your all-in-one recruiting platform or enhance your existing ATS with integrated products for CRM, sourcing, scheduling, analytics, career sites, events, and more. Over 1,000 companies – from startups to industry leaders like Airbnb, Wayfair, Cintas, Carmax, Doordash, and Zillow – trust Gem to hire with speed and ease. See why Gem is the recruiting industry’s most beloved solution, with a 4.8/5 rating on G2.
With Gem, you can:
- Attract, engage, and hire talent faster: Build talent pipelines across all channels through sourcing, nurture, events, career sites, inbound, and more. With Gem, teams can source talent five times faster and double their talent pipelines.
- Maximize recruiter productivity: Use AI and automation to save time on routine tasks like reviewing applications, scheduling interviews, and managing follow-ups. Recruiters using Gem can review twice as many applications, schedule twice as many interviews, and engage four times as many candidates as before.
- Unlock data-driven recruiting: Get analytics that everyone can use. Debug your funnel, monitor pipelines, forecast hiring, and demonstrate impact, all without complex BI tools. With Gem, TA teams use data to position themselves as strategic partners to the business.
- Simplify your tech stack and cut costs: Consolidate multiple tools into one platform and reduce your spend on recruiting technology, external sourcing, and job boards by up to 50%. Save on standalone solutions with Gem’s end-to-end bundle and take advantage of past candidate relationships to reduce your reliance on sourcing new talent.
The company has raised $148M in funding from Accel, Greylock, ICONIQ, and more.
The Team & Role
Gem believes in putting the customer at the center of everything we do and the Account Management team is committed to making that a reality. The team’s mission is to build, deepen, and grow relationships with customers to make customers for life. Through this partnership, Account Managers become our customers’ partners in their strategic initiatives and represent customer interests within Gem to help ensure customers achieve their goals. In partnership with our Customer Success team, Account Managers are the connective tissue that aligns the larger Gem team to best serve our customers and drive product adoption, success, and satisfaction - ultimately retaining and growing our customer base in alignment with the value Gem’s solutions create.
We are seeking an experienced Senior Manager of Account Management with demonstrated success in developing and scaling retention teams. The Senior Manager will directly manage a team of Enterprise, Commercial, and SMB retention professionals through coaching and development activities. Additionally, this leader will contribute to company success by identifying opportunities for operational improvements, creating alignment between the go-to-market strategy and customer journeys, and leading the team to exceed goals
The ideal candidate will value Customer-focus, Transparency, Velocity, Diversity, and personal Ownership. They will be driven to overachieve retention and expansion goals, be constantly curious, and have a passion for collaborating with, developing, and helping teammates. They will have a knack for bridging the priorities between Gem and our customers' businesses while fostering alignment with the people who make those companies what they are.
What You’ll Do Day-to-Day:
Leadership and Team Management:
- Hire, welcome, enable, develop, and retain Account Management talent while supporting their success and fostering a results-driven culture of collaboration, accountability, and transparency
- Lead and mentor Account Managers and Renewal Managers. Provide strategic guidance, professional development, and performance feedback to team members.
- Further Develop and execute a comprehensive customer strategy for Gem’s Enterprise and Commercial customers, focusing on Customer value selling, retention, and expansion to predictably and consistently generate short-term results while holding a long-term perspective
Customer Advocacy and Alignment:
- Responsible for supporting and executing outcomes for customer escalations with a focus on mutually beneficial resolutions for the customer and Gem.
- Cultivate a culture of customer advocacy within the team and with clients, encouraging positive testimonials, case studies, and referrals.
Data Analysis and Reporting:
- Accurately forecast and track leading indicators to ensure consistent and predictable quarterly results that align with the company objectives and revenue goals.
- Utilize customer health metrics, key performance indicators, and sales processes to assess team and customer performance.
Process Improvement:
- Assess Customer life cycle to effectively develop and execute all aspects of the Account Management team’s plan for retention and expansion.
- Collaborate with product and development teams to advocate for customer needs and drive product enhancements that drive further customer value.
Cross-functional Collaboration:
- Partner with leaders from all cross-functional teams, including New Business, Customer Success, Renewal, Partnership, Marketing, Product, Legal, Security, etc, to ensure all phases of customer life-cycle are aligned with complementary actions and accountability.
- Partner on Go To Market strategy for the launch of new solutions Gem brings to market to create value for our customers.
About You:
- 4+ years leading retention and expansion teams in SaaS, including enterprise partnerships.
- 6+ years in Account Management, focusing on enterprise environments, retention, and customer expansion.
- Strong cross-functional leadership skills with experience collaborating across departments like Sales, Marketing, Customer Success, and Product.
- Proven success in exceeding personal and team goals.
- Operationally skilled in business planning, tracking progress, addressing challenges, and implementing solutions.
- Experienced in selling to and aligning with C-Suite and senior leaders, delivering quantifiable value and business impact.
- Strong problem solver who thrives in dynamic, fast-paced environments with a startup mindset for overcoming challenges creatively.
- Excellent verbal and written communication skills.
- Expertise in consultative selling methodologies (e.g., MEDDPICC, Challenger, Solution Selling, Sandler).
- Customer-focused with a passion for uncovering and pursuing growth and retention opportunities.
- Experience in Recruiting industry is highly desirable
Gem is committed to developing a barrier-free recruitment process and work environment. If you require any accommodation, please email us at accommodations@gem.com we’ll work with you to meet your accessibility needs.
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