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