Account Manager

The Account Manager (Expansion) at goHappy is a post-sale, revenue-focused role responsible for driving net new expansion revenue by cross-selling additional products and solutions into our existing customer base. This role partners closely with Customer Success Managers (CSMs), who own retention, renewals, and adoption. The Account Manager owns the commercial motion for expansion from discovery through close and is accountable for achieving annual expansion quota. This is not a renewal role and does not carry churn responsibility. The Account Manager is measured on their ability to uncover new use cases, align solutions to customer outcomes, and close expansion opportunities that deepen long-term customer value.

Role Overview
The Account Manager (Expansion) at goHappy is a post-sale, revenue-focused role responsible for driving net new expansion revenue by cross-selling additional products and solutions into our existing customer base. This role partners closely with Customer Success Managers (CSMs), who own retention, renewals, and adoption. The Account Manager owns the commercial motion for expansion from discovery through close and is accountable for achieving annual expansion quota. This is not a renewal role and does not carry churn responsibility. The Account Manager is measured on their ability to uncover new use cases, align solutions to customer outcomes, and close expansion opportunities that deepen long-term customer value.

Key Responsibilities

Own and close cross-sell expansion opportunities within an assigned book of existing customers

Achieve or exceed an annual expansion quota

Manage expansion opportunities from qualification through contracting and close

Conduct discovery to uncover unmet needs and expansion opportunities

Position goHappy products based on customer outcomes and business impact

Lead pricing, packaging, and procurement conversations for expansion deals

Maintain accurate forecasting and pipeline hygiene in CRM

Partner closely with Customer Success Managers, who:

Own renewals, retention, and seat expansion

Source and surface expansion opportunities

Accept and act on qualified expansion leads from CSMs

Provide feedback to CSMs and Product on expansion patterns and customer needs

Prioritize accounts based on expansion potential and readiness

Proactively identify self-sourced expansion opportunities within the book

Develop subject matter expertise on our product offerings (e.g., Engagement Survey), the competitive landscape, and our key differentiators to such competitors

Work with product and marketing teams on how to better differentiate our tools based on competitive analysis and buyer persona research.

Partner with Marketing on webinars or promotional campaigns to drive expansion pipeline

What you'll bring

Proven B2B SaaS sales experience with a track record of hitting or beating quota. Ideally in an expansion, account management, or strategic sales seat

Experience running complex sales cycles with multiple stakeholders: selling solutions that weren't in this year's budget, building consensus across functions, and navigating procurement without losing momentum

Experience selling to and working with existing customers — you know that an expansion cycle is a different sport than net new, and you can protect the relationship while pushing the deal

Strong discovery instincts. You're genuinely curious about how a business runs, and you listen more than you pitch

Comfort selling into operationally intense, distributed, hourly-workforce organizations

Proficiency with a CRM. If you've used HubSpot, extra credit

Resilience, organization, and real ownership of your book — we're not big enough to look over each other's shoulders, and that's no fun anyway

Alignment with our core values: Collaborative, Empowered, Passionate

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