Peaksware Holdings, LLC

Account Manager

• Leverage proactive outreach and Customer Success playbooks to develop and maintain relationships with existing customers 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 and serving as the main point of contact for clients.
• Grow assigned book of business by proactively servicing customers' needs, using data and critical thinking to identify opportunities for deeper and broader adoption of products.
• 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 part of the expansion motion and provide updated information about new or improved products 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 Implementation and Support, conduct demos of the product to illustrate solutions and drive retention and expansion.
• Collaborate among direct team members and across the brand to contribute to a Community of Best Practices and execute on large scale campaigns as directed by the Senior Manager, Customer Success.
• Report to the Senior Manager, Customer Success and work closely with the Account Management, Implementation, and Support teams.

Customer Success Account Manager

Vice President

• Build and execute the revenue strategy to accelerate new customer acquisition, expand existing relationships, and maximize retention across B2B and B2B2C SaaS businesses.
• Inspire, mentor, and scale high-performing Sales, Account Management, Customer Success, Customer Support, and Coach Match teams, creating alignment and accountability across the full customer lifecycle.
• Forecast accurately, establish KPIs, and track performance against goals — while refining sales processes, optimizing onboarding, or improving customer support workflows as needed.
• Oversee the full lifecycle from initial sale through implementation, onboarding, adoption, engagement, and renewal — ensuring every interaction creates value for coaches, athletes, and partners.
• Partner with Account Management to unlock upsell and cross-sell opportunities, deepen retention, and grow lifetime value.
• Partner closely with Product, Marketing, and Engineering to deliver market insights, shape GTM strategy, and ensure product-market fit.
• Leverage tools, data, and AI-powered solutions to increase efficiency, improve team performance, and scale revenue operations.

Customer Success Account Manager

Vice President, Revenue