SMB Account Executive (Growth)

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SMB Account Executive (Growth)

The Growth Account Executive - SMB owns a book of business of existing SMB customers, where they are responsible for managing the customer relationship and drive revenue growth. This role focuses on driving customer adoption, understanding business pains and objectives, finding opportunities for growth and driving long-term account growth.

Responsibilities

Meet or exceed expansion quota while deepening customer relationships and driving long-term account growth

Build strong understanding of customers’ business needs, organizational goals and GitLab utilization to assist them in achieving them and make recommendations / positioning products at each stage of the lifecycle - onboarding, adoption, renewal and expansion

Take ownership of and act as the CEO for your portfolio of SMB accounts:

Develop and execute strategic account plans to identify and capitalize on expansion opportunities within Tier 1 accounts

Conduct regular business reviews with customers to assess needs, demonstrate ROI, and uncover new use cases

Drive adoption of additional products and features, focusing on paid upgrades and add-ons including Duo products

Manage the renewal process for Tier 1 customers, focusing on minimizing churn and maximizing contract value at renewal

Build expansion pipeline through proactive outreach, leveraging growth signals and high-propensity indicators to source new opportunities

Engage in signal-based selling in Tier 2 accounts; expand and close inbound deals and identify upgrade and cross-sell opportunities

Partner with Renewal Managers to close high-value renewals and ensure customer success

Create an accurate forecast for expansion and renewal revenue each quarter against your plan

Maintain strong ATR renewal rates and maximize gross booked ARR across your portfolio

Contribute to root cause analyses on expansion wins/losses and churn events

Communicate lessons learned to the team, including Customer Success, Renewals, Sales Development, and Product teams

Collaborate with cross-functional teams, such as Customer Success, Renewals, Product, and Sales Development to provide account leadership and ensure exceptional customer outcomes

Maintain accurate and up-to-date pipeline information in the CRM with detailed account notes and opportunity tracking

Performance Metrics

Achieving monthly and quarterly nARR targets

Requirements

You share our values, and work in accordance with those values

Demonstrated progressive experience in account management or growth-focused sales, with a proven track record of exceeding expansion t