Customer Success, Account Manager - TrainingPeaks

Join the Team Powering the World's Best Endurance Athletes

At TrainingPeaks, 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, TrainingPeaks is where ambition meets impact.

As part of the Peaksware portfolio, consisting of brands like TrainingPeaks, MakeMusic, Alfred Music, TrainHeroic, 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.

General Summary

As an Account Manager within the Customer Success team, you will be responsible for nurturing customer relationships to retain and expand current accounts. Your primary role is account management in the form of various sales activities and support. Success in this position looks like taking over accounts post new-account acquisition and providing training and ongoing support with a lens of retention and expansion opportunities. You’ll maintain a high level of awareness of industry challenges, competitive intel, and will find opportunities to offer innovative solutions, leading to increased retention and revenues. 

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.

Core Functions 

Account Management, Retention and Expansion: 

• Leveraging proactive outreach and Customer Success playbooks, develop and maintain relationships with existing customers in your designated territory to drive renewal and expansion opportunities.
• Collaborate with management and cross-functional teams on efforts to forecast and identify growth opportunities within your territory.
• Respond to inbound communications in a timely fashion, and in coordination with the Implementation and Support team, provide training and support when needed to assigned accounts.
• Anticipate consumer needs and behavior and attempt to defuse difficult situations by staying on top of accounts, serving as the main point of contact for your clients.
• 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. 
• Meet or exceed a quota of renewals and expansions.
• Maintain accurate client records, keeping track of changes such as point of contact, contract updates, activities, notes, and renewals in Zendesk Sell.
• 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.
• Monitor client accounts, listen to customer feedback, and ensure customer satisfaction, acting as a representative of the customer internally.

• In coordination with the Implementation and Support team, conduct demos of the product to illustrate the solutions it solves for the customer to drive retention and expansion.

Other:

• 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. 
• Take direction from the Senior Manager, Customer Success to execute on large scale campaigns and missions as necessary.

The work characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Required Qualifications

• 2-4 years of experience in account management, customer success, or sales in the SaaS space, with a demonstrated ability to manage a book of business and meet or exceed renewal and expansion quotas.
• Prior experience in the fitnes