Customer Success, Senior Account Manager - TrainHeroic

About the position

As a Senior Account Manager you are responsible for the retention and revenue expansion of current key accounts. You will achieve this through proactive prospecting, networking, and process development. Success in this position is measured by markedly helping existing mid-value and high-value organizations maintain and grow their business, which in turn helps grow our business, allowing for more resources to continue improving our services. From driving adoption and implementation for new SAAS contracts to identifying growth opportunities for our Marketplace sellers, you are responsible for the renewal and expansion of the key accounts segment. You are the voice of customer conduit to our internal teams. You share best practices, proactive recommendations and data when available with your assigned accounts. You are their point of contact for support issues, product feedback, co-marketing initiatives, and educational opportunities.

Responsibilities

• Develop, iterate, and implement renewal and expansion tactics/strategies for high-value and mid-value accounts.
• Proactively manage a portfolio of key accounts that represents a significant portion of the company’s revenue while effectively prioritizing renewals and growth priorities.
• Effectively communicate the unique needs of high and mid-value accounts to the Executive team.
• Oversee, manage, and grow an existing portfolio of high and mid-value accounts, by regularly interacting with, partnering, and supporting approximately 50 or more key customers, thus creating referenceability.
• Engage with customers through emails, calls, demos, and customer visits, growing and maintaining relationships while helping them deepen their engagement with our products through advising and scheduled account reviews.
• Conduct regular strategic meetings with your customers to ensure that their goals are being met, identify what is working and not working, and propose solutions that drive engagement of its end users.
• Create and manage a process to help key accounts best leverage our products as demonstrated by retention and expansion.
• Collaborate with Business Development, Marketing, and Education teams to create opportunities for accounts to expand their business through partnerships and promotion.
• Monitor end-user allocation and product usage to proactively communicate with customers about platform activity and utilization, proposing ideas to improve that usage and address customer goals.
• Use data and reports to proactively identify potential points of friction within our products and services, then work with the appropriate teams internally and with customers to resolve them before they become problems.
• Derive insights from the frequent engagement with high and mid-value accounts that help to identify early growth opportunities or risk factors.
• Meet or exceed a quota of renewals and expansions.
• Utilize Sigma, Google Analytics, and other reporting tools to be constantly in tune with the pulse of the business and how these key accounts impact it.
• Collaborate across teams to contribute to a Community of Best Practices.
• Always provide the best possible customer service in all circumstances.

Requirements

• 5+ 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 fitness SaaS industry or as a strength trainer and/or fitness educator.
• Proven experience in developing and executing strategic renewal and expansion plans, with a track record of managing a high-value portfolio and meeting or exceeding growth and renewal targets.
• Exceptional communication and interpersonal skills with the ability to clearly convey complex account needs to executive leadership and other internal teams.
• Strong analytical skills, with demonstrated proficiency in tools like Sigma, Google Analytics, and CRM platforms (such as Zendesk Sell) to monitor key metrics, derive insights, and proactively address customer needs.
• Excellent strategic thinking and problem-solving skills, with a demonstrated ability to create and document growth strategies for accounts and anticipate and resolve potential issues.
• Ability to build and maintain strong, long-term customer relationships, with experience conducting regular strategic reviews to address and align with client goals.
• Skilled in delivering presentations and product demos and comfortable engaging with clients at events or trade shows, with a focus on creating customer referenceability and increasing engagement.
• Ability to navigate ambiguity, take ownership, and work cross-functionally with Business Development, Marketing, and other teams to identify and leverage opportunities for partnership and customer growth.
• Experience with customer success planning, including account segmentation and prioritization, to drive value for both customers and the business.
• Highly organized and self-motivated, capable of independently managing a high volume of accounts and complex customer interactions.
• Strong negotiation and influencing skills, with a record of successful contract renewals, expansions, and upselling to high-value accounts.
• Commitment to customer service excellence, demonstrating resilience, patience, and adaptability in responding to and resolving customer challenges.

Nice-to-haves

• Familiarity with TrainHeroic and/or other widely used strength training platforms.

Benefits

• Health: Medical, Dental, Vision, Health Savings Account, Flexible Spending Account, Dependent Care Flexible Spending Account, Paid Parental Leave, Teladoc, Employee Assistance Program (EAP), Additional coverage options such as accident and critical illness insurance and hospital indemnity.
• Disability and Life: Company-paid Short Term Disability, Company-paid Long Term Disability, Company-paid Basic Life Insurance and AD&D, Employee-paid Supplemental Life Insurance for Employee, Spouse, and/or Child.
• 401(K), 401(K) Matching, Pet Insurance.
• 9 paid holidays annually and unlimited Flexible Time Off (FTO).
• Free TrainingPeaks, TrainHeroic, MakeMusic accounts, and Alfred Music product.
• Access to the Performance and Recovery Center (PARC), our on-site fitness facility.
• Employee only access to on-site locker rooms and showers.
• Employee only access to secure, indoor bike storage.
• Access to our onsite Music Studio.
• An assortment of “grab’n go” fruit and snacks as well as on tap cold brew, kombucha, and beer.
• Beautiful onsite cafe that includes indoor and outdoor seating and lounge areas.
• Access to e-bikes available exclusively to Peaksware employees.
• Significant investment in resources for employee growth and development.
• Corporate discounts on select gym memberships and top brand gear.
• Flexible work schedule in a culture of trust.