Customer Success Account Manager

🕒 Maio 1

⛰️ Colorado – Remoto

⛰️ Colorado – Remote

💵 $23 - $38 / hora

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

💰 Gerente de Contas

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Peaksware Holdings, LLC

SiteLinkedInTodas as Vagas

201 - 500 funcionários

☁️ SaaS

⚽ Esportes

📚 Educação

SaaS • Sports • Education

A Peaksware Holdings, LLC é uma empresa dedicada a ajudar indivíduos a melhorar suas atividades atléticas e musicais por meio de marcas de software especializadas. A empresa oferece ferramentas e programas projetados para aprimorar o treinamento e o desempenho de atletas, além de plataformas para composição, ensino e aprendizado de música. A Peaksware conecta comunidades apaixonadas de usuários e criadores, incentivando a colaboração e o desenvolvimento de habilidades. Marcas notáveis sob a Peaksware incluem TrainingPeaks, que se concentra em software de treinamento de resistência, TrainHeroic para força e condicionamento, MakeMusic para composição musical e Alfred Music para materiais educacionais de música. Através de metodologias de prática deliberada, a Peaksware visa elevar o desempenho em esportes e música, apoiando entusiastas na conquista de seus objetivos.

Descrição

• Manage a high-volume book of business within our scale segment, leveraging "one-to-many" strategies to drive renewals and expansion opportunities. • Grow your assigned book of business by anticipating and proactively servicing your customers' needs, using data to identify opportunities for deeper adoption across your territory. • 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. • Create and execute "human-centric" customer marketing materials, including automated email sequences, in-app guides, etc. that feel like a 1:1 conversation. • Develop digital success motions that guide customers through key milestones in their journey without requiring manual intervention for every step. • Write compelling, brand-aligned copy for customer outreach that educates users on best practices and drives deeper product adoption. • Partner with the team to co-design the logic for automated customer journeys. • Leverage the tech stack (Hubspot and automation tools) to organize daily tasks and build workflows that make managing hundreds of accounts seamless.

🎯 Requisitos

• 2-4 years of experience in customer success, or customer marketing in the EdTech space, with a demonstrated ability to manage a book of business and meet or exceed renewal and expansion quotas. • Strong communication and interpersonal skills, with the ability to build and maintain customer relationships, serve as the primary point of contact, and effectively defuse challenging situations. • Experience building "one-to-many" materials or digital success motions (e.g., automated email campaigns, webinars, or self-service resources). • Customer-oriented mindset and a commitment to delivering excellent service, with proven success in anticipating and addressing customer needs. • Exceptional communication and copywriting skills, with the ability to turn technical updates into warm, engaging customer content. • Experience with data analysis and critical thinking, with the ability to use insights to identify growth and expansion opportunities. • Proficiency in CRM systems (such as Hubspot) and other relevant tech stack tools to keep accurate client records and organize daily responsibilities. • Contract negotiation skills, with a demonstrated ability to negotiate terms, renewals, and expansions with existing clients. • Ability to collaborate across departments, especially with sales, implementation, marketing, and support teams, to drive upsells, facilitate product demos, and ensure consistent messaging. • Strong organizational and time-management skills, capable of handling multiple accounts and tasks, meeting deadlines, and responding to inbound communications in a timely manner. • Willingness to travel occasionally, including to trade shows or client sites, to represent the product and company.

🏖️ Benefícios

• We offer comprehensive health benefits including medical, dental, and vision insurance; health savings and flexible spending accounts, paid parental leave; and an employee assistance program. • Additional coverage options including Accident & Critical Illness insurance as well as Hospital Indemnity are also available. • We offer several company paid options including Short Term Disability, Long Term Disability, as well as Basic Life Insurance and AD&D. • Additional coverage options including Employee-paid Supplemental Life Insurance for Employee, Spouse, and/or Child are also available. • We offer a 401(K) including a company match. • We observe 12 paid holidays annually and provide discretionary Flexible Time Off. Employees also receive free access to our products, corporate discounts, and professional development resources. • Access to the Performance and Recovery Center (PARC), our on-site fitness facility, as well as employee only access to on-site locker rooms and showers. • Employee only access to secure, indoor bike storage and access to e-bikes exclusively to Peaksware employees. • Access to our onsite Music and Podcast Studio.