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 fitness SaaS industry or as an endurance athlete, strength trainer and/or fitness educator.
• 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.
• Customer-oriented mindset and a commitment to delivering excellent service, with proven success in anticipating and addressing customer needs.
• 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 Zendesk Sell) 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, 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.

Desired Qualifications:

• Familiarity with TrainingPeaks and/or other widely used fitness platforms.

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.

Don’t meet every single requirement? Don’t worry. We still want to hear from you and encourage you to apply.

Benefits

Compensation:

We are committed to fair and equitable compensation practices. The hourly compensation range for this role in Colorado is $23.34 - $38.90. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, and certifications. In addition to hourly compensation this position will be eligible for an attractive performance based variable compensation plan.

Benefits and Perks:

Health

• 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.

Disability and Life

• 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.

Additional

• 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.

Please contact [email protected] if you require a reasonable accommodation to review our website or to apply online.

Peaksware adheres to the FLSA Exemption Threshold for minimum wage in all states.

Work Environment:

This job operates in a professional office environment that is well-lighted, heated, and/or air-conditioned with adequate ventilation and a noise level that is usually moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.

All employees must comply with all safety policies, practices and procedures.  Report all unsafe activities to your manager and/or Human Resources.

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit and move about the facility; use hands to handle, or feel; talk by expressing ideas by means of the spoken word; and hear by perceiving the nature of sounds. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

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