Department: Customer Experience (Account Management & Revenue Expansion)

Reports to: Senior Manager – Account Management, Customer Success & Retention

Role Type: Individual Contributor

Location: Remote (US-Based)

Travel: 10–20% (strategic customer visits, key commercial conversations, events as needed)

Employment Type: Full-Time

Overview

As we scale, expansion and renewal revenue are strategic pillars of growth. Upsell, cross-sell, and renewals are expected to contribute meaningfully to overall sales efficiency, with upsell targeted to drive ~30% of total sales revenue and support Net Revenue Retention (NRR) above 100%.

We are seeking a highly driven, data-informed, and consultative Upsell Account Manager who will own the commercial lifecycle of existing customers, working in close partnership with Customer Success and Retention teams.

This role owns the post-adoption commercial motion — managing renewals, identifying expansion signals, leading value-based upsell conversations, and closing expansion and renewal deals aligned to real customer outcomes.

Why This Role Matters

In modern SaaS businesses, NRR is driven by two levers:

Customers who renew because value is delivered
Customers who expand because value grows

This role ensures both happen with discipline and intent.

You will be accountable for:

Expansion ARR
Renewal execution
Commercial contribution to keeping NRR above 100%

While Customer Success owns health and value delivery, this role ensures commercial moments are executed cleanly, confidently, and on time.

Key Responsibilities

1. Expansion & Renewal Revenue Ownership

Own upsell, cross-sell, and renewal execution across an assigned book of customers
Drive expansion motions that contribute ~30% of overall sales revenue
Manage renewal timelines, pricing discussions, and contract execution
Partner closely with Customer Success and Retention Managers to ensure renewals are aligned to customer health

Expectation: Clear ownership of revenue outcomes without duplicating CS responsibilities.

2. Value-Based Upsell & Commercial Renewal Conversations

Lead consultative upsell and renewal discussions grounded in:
Product usage and adoption data
Customer outcomes and maturity
Commercial value and ROI
Confidently position renewals and upgrades as continuations of value, not administrative events
Manage objections and negotiations professionally and transparently

3. Partnership with Customer Success & Retention

Work in lockstep with:
Customer Success Managers (health, adoption, value realization)
Retention Managers (risk mitigation, save plays)
Avoid selling into unhealthy or high-risk accounts without CS alignment
Ensure smooth handoffs post-upsell and post-renewal

Guardrail: This role does not own customer health plans or churn saves — it owns the commercial execution.

4. Pipeline, Forecasting & Renewal Discipline

Maintain a clean and accurate pipeline covering:
Expansion opportunities
Upcoming renewals
Forecast renewal and expansion ARR with high confidence
Track close plans, renewal risks, and commercial blockers
Provide visibility into NRR drivers and gaps

5. Insights, Strategy & Process Building

Identify patterns across renewals and upsells to inform:
Packaging and pricing strategy
Expansion triggers
Renewal timing and playbooks
Help build repeatable renewal + upsell processes as the business scales

Success Metrics (KPIs)

Expansion ARR generated
Upsell contribution to total sales revenue (target ~30%)
Renewal rate across managed accounts
Net Revenue Retention (NRR > 100%)
Upsell + renewal forecast accuracy
Post-renewal and post-upsell customer satisfaction

What Success Looks Like

Renewals are predictable, on-time, and value-aligned
Expansion revenue is consistent and repeatable
NRR remains above 100% quarter over quarter
Customers experience renewals as a natural continuation of value
CS and Retention teams trust this role to handle the commercial layer

Who Thrives in This Role

This role is ideal for someone who:

Is comfortable owning both expansion and renewal revenue
Respects Customer Success ownership of relationships and health
Is confident leading commercial conversations without being transactional
Uses data to drive urgency and decision-making
Is accountable, disciplined, and outcome-oriented
Thinks in terms of NRR, not just deals

Compensation & Benefits

Competitive base salary
Quarterly bonus tied to upsell and renewal performance (based on % of revenue generated)
Medical, dental, and vision coverage
401(k) with company match
Direct exposure to leadership on pricing, packaging, and growth strategy

Budget for this role to hire: $63,000 to $70,000

Practice By Numbers jobs

Upsell Manager