Practice By Numbers

Compensation

Full Description

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