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Upsell Manager

Location

United States

Posted

101 days ago

Salary

0

Seniority

Mid Level

English

Job Description

Upsell Manager

Practice By Numbers

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

Benefits

  • 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

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