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 targets
• Excellent discovery skills, ability to uncover and address customer pain points, negotiation, presentation and closing skills
• Expertise in value-based selling, relationship building, and contract negotiation with existing customers. Strong analytical skills to identify account trends, usage patterns, and expansion opportunities
• Effective communicator with strong interpersonal skills and ability to conduct executive-level business reviews
• Experience with modern sales tech stack including Salesforce, Clari, Outreach, ZoomInfo/Cognism, LinkedIn Sales Navigator, Gong, and 6sense
• Basic understanding of application lifecycle management including the technology commonly used in application lifecycle management
• Be ready to learn how to use GitLab and Git
• Focuses on continuously improving your professional skills with a focus on personal mastery and team learning through activities such as training, reading and seeking mentorship from others
• Ability to travel if needed and comply with the company’s travel policy
• Highly desirable skill would be an additional language ie. German, Spanish, Dutch, French

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Compensation

To view the full job description and its compensation calculator, view our handbook. The compensation calculator can be found towards the bottom of the page.

Additional details about our process can be found on our hiring page.