Customer Success, Account Manager

Degrees

Degrees are not required and we value all forms of continued education including traditional four-year degrees, post-graduate degrees, associates degrees, bootcamps, online training, professional certifications, self-teaching and more.

Join the Team Powering the World's Best Endurance Athletes

At Training Peaks, we believe that behind every great athlete is a great coach and the right technology to help them reach their potential. Our platform is trusted by Tour de France winners, Olympic gold medalists, and everyday endurance athletes to plan, track, and analyze their training. Whether you're a performance-driven athlete, a passionate coach, or someone who simply thrives on building tools that empower others, Training Peaks is where ambition meets impact.

As part of the Peaksware portfolio, consisting of brands like Training Peaks, Make Music, Alfred Music, Train Heroic, we’re united by a shared mission: to create software that transforms deliberate practice into performance. At Peaksware, we don’t just build products. We build communities of motivated people chasing progress, including athletes, musicians, performers, and the teams that support them.

As an Account Manager on the Customer Success team, you will nurture relationships to retain and expand existing accounts. You will manage the account, post sales, through onboarding and implementation and throughout the customer journey to ensure customer success. You will build strong connections, lead training, and provide ongoing support with a view toward retention and growth. You will identify ways to improve adoption and uncover expansion opportunities.

You will track industry challenges and competitive intel, then offer solutions that boost retention and revenue.

You are a continuous learner with a hunger for knowledge. You approach challenges as opportunities to improve. You value team members’ input from all levels and you actively seek ways to support your colleagues.

You will sit directly with the Account Management team, work in close collaboration with the Implementation and Support teams and report to the Senior Manager, Customer Success.

• Leveraging proactive outreach and Customer Success playbooks, develop and maintain relationships with existing customers in your designated territory to drive renewal and expansion opportunities at the school district level.
• Grow your assigned book of business by anticipating and proactively servicing your customers' needs, using data and critical thinking to identify opportunities for deeper and broader adoption of our products, and achieving long-term partnerships.
• Monitor client accounts, listen to customer feedback, and ensure customer satisfaction, acting as a representative of the customer internally.
• Meet or exceed a quota of renewals and expansions.
• Respond to inbound communications in a timely fashion, process orders, activate subscriptions, and in coordination with the Implementation and Support team, provide training and support when needed to assigned accounts.
• Maintain accurate client records, keeping track of changes such as point of contact, contract updates, activities, notes, and renewals in Hubspot.
• Partner with sales to drive the upsell of subscriptions in organizations, thus increasing the overall revenues and the number of high-value and mid-value accounts.
• Negotiate contracts and pricing with current customers as a part of the expansion motion, identifying opportunities to offer additional solutions.
• Provide updated information to the client about new and/or improved products or services to make upsells.
• Collaborate with management and cross-functional teams on efforts to forecast and identify growth opportunities within your territory.

• Collaborate among direct team members and across the brand to contribute to a Community of Best Practices.
• Default to excellent customer service in all circumstances.
• Leverage tech stack to organize and execute daily responsibilities and tasks.
• Attend trade shows to demonstrate the value and functionality of the product to the customer base and/or prospective customers.
• Take direction from the Director,…