[Hiring] Upsell Account Manager @Practice By Numbers

Role Description

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.

Key Responsibilities

• 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
  • Clear ownership of revenue outcomes without duplicating CS responsibilities
• 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
• Partnership with Customer Success & Retention
  • Work in lockstep with Customer Success Managers (health, adoption, value realization) and 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
  • This role does not own customer health plans or churn saves — it owns the commercial execution
• Pipeline, Forecasting & Renewal Discipline
  • Maintain a clean and accurate pipeline covering expansion opportunities and 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
• 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)