Upsell Account Manager

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)