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    Account Manager — Certification Renewals & Tier Upsell

    Remote-friendly · US · Full-time · Quota-carrying · Reports to Director of Customer Engagement

    Own the relationship and the revenue on the existing book of certified Most Loved Workplaces®. Renewals close on time. Tier upgrades (Free → Bronze → Silver → Gold) get surfaced and converted. At-risk accounts get a deliberate save play.

    Why this role exists

    The recurring revenue line at Best Practice Institute is the heart of the business. Renewals don't sell themselves, and tier upsells only happen because someone is consistently surfacing them with the customer. This role owns both motions on the existing book — and the difference between a flat renewal book and a growing one comes down to the discipline and commercial instincts of the person in this seat.

    What you'll do

    • Carry a quota for renewals and tier-upgrade expansion on your assigned book
    • Own renewal motion 90 days ahead of every renewal date: outreach, value review, negotiation, close
    • Actively surface and pursue tier-upgrade opportunities — every customer should know what the next tier unlocks and why it's worth it
    • Run quarterly business reviews (QBRs) for top-tier accounts; document outcomes
    • Maintain commercial relationships with HR, People, and Talent leaders at each account
    • Partner with Customer Onboarding on clean handoff for new accounts and with Customer Engagement on account-health risk plays
    • Maintain disciplined HubSpot hygiene — every account, every renewal date, every next step current
    • Forecast quarterly with accuracy; no surprises at quarter-end

    What we measure you on

    • Gross renewal rate ≥ 90% on assigned book
    • Tier-upgrade expansion revenue against quarterly quota — the number that matters most
    • Net Revenue Retention ≥ 110% on assigned book by end of year 1
    • 100% CRM hygiene — no stale stages, no missing next steps
    • QBR coverage on top 25% of accounts each quarter
    • Forecast accuracy quarter over quarter

    What you bring

    • 4–7+ years in B2B SaaS Account Management with both renewal and expansion responsibility
    • Track record carrying and hitting an expansion quota — not just renewing flat
    • Strong commercial instinct on upsell — you spot the signal, frame the value to the customer, and ask for the upgrade without flinching
    • Comfortable selling to HR, People, and Talent leaders at director and executive level
    • HubSpot fluency or equivalent CRM mastery
    • Operational discipline — your CRM tells the truth about your book, always
    • Bonus: HR-tech, employer brand, awards/recognition, or certification industry experience

    How to apply

    Send a resume and a short note describing one expansion motion you owned — book size, expansion quota, what you delivered, and one upsell deal you're proud of. No cover letter required.

    Best Practice Institute is an equal opportunity employer. We hire on the basis of operational excellence, customer empathy, and what you can demonstrate you've delivered.

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    Best Practice Institute

    Best Practice Institute is the research organization behind Most Loved Workplace® certification, the SPARK Model, the Love of Workplace Index™ (LOWI™), and The Workplace Report.

    The Workplace Report

    The Workplace Report is BPI's original workplace culture research and editorial briefing series for CEOs, CHROs, people leaders, talent leaders, and employer-brand teams. It turns BPI's 25 years of research, Most Loved Workplace® certification data, SPARK findings, and current workforce signals into practical analysis leaders can use.

    The report format includes executive summaries, research-backed articles, company examples, methodology notes, and practical implications for retention, hiring, culture, leadership, and employee experience. New research and analysis is published on an ongoing editorial cadence at /workplace-report.