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Handshake is a career platform powering 25 million job seekers, 1 million+ employers, and 1,600 educational institutions. The company recently launched Handshake AI, a rapidly growing AI data business working with frontier AI labs and Fortune 500 partners, scaling from $0 to ~$1B run rate.
As an Account Manager for SMB / Mid-Market customers, you will own the commercial relationship and growth strategy for a portfolio of 75–130 customers. This is a strategic account management role focused on Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewals, and expansion revenue—not transactional contract execution.
Key responsibilities include:
- Develop and execute strategic account plans identifying customer priorities, retention risks, expansion opportunities, and long-term growth paths
- Manage the full renewal lifecycle from early strategy through negotiation and close
- Lead commercial negotiations on pricing, packaging, contract terms, and multi-year agreements
- Identify and close expansion opportunities across additional licenses, products, and multi-product offerings
- Build multi-threaded relationships with champions, decision-makers, and executive stakeholders
- Partner with Customer Success to connect product adoption to renewal and expansion strategies
- Proactively identify at-risk accounts and develop retention strategies
- Navigate complex customer situations including competitive evaluations, budget pressure, organizational changes, and procurement challenges
- Maintain portfolio health visibility including renewal status, expansion pipeline, risk, and growth potential
- Own accurate forecasting, pipeline management, and opportunity hygiene in revenue systems
- Surface customer insights and trends to Product, Sales, Customer Success, and leadership
- Contribute to the evolution of Account Management processes, playbooks, and operating rhythms
You will work cross-functionally with Customer Success, Sales, RevOps, Product, Support, Finance, and Legal. This role suits someone who balances strategic account management, consultative selling, customer advocacy, and operational rigor while managing customers at different lifecycle stages.
Handshake offers equity ownership, 401(k) match, competitive compensation, paid parental leave, fertility benefits, medical/dental/vision, mental health support, $500 wellness stipend, $2,000 learning stipend, flexible PTO, 15 holidays + 2 flex days, and office perks including free lunch and gym in San Francisco.
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 balancing customer needs with business objectives
- Experience identifying customer risk and developing retention strategies
- Experience managing pipeline and producing accurate forecasts against retention and/or expansion targets
- Ability to build credibility and influence across multiple levels of customer organizations, including senior stakeholders
- Strong prioritization and organizational skills managing multiple customer opportunities and deadlines simultaneously
- Excellent written and verbal communication skills for strategic, commercial, and difficult conversations
- Strong cross-functional collaboration skills
EXTRA CREDIT:
- 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 targets
- Experience in startup, high-growth SaaS, or rapidly evolving go-to-market environments
- 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 portfolios and identify retention/expansion opportunities
- Familiarity with scaled engagement strategies, automation, and tech-touch account management motions
