Upsell Account Manager (US)
Department: Customer Experience (Account Management & Revenue Expansion)
Reports to: Senior Manager – Account Management, Customer Success & Retention
Role Type: Individual Contributor
Location: Remote (US-Based)
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 : $63,000-$70,000 (OTE $80,000-$85,000)
Compensation
The base pay range for this role is $63,000 – $70,000 per year.
