Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the customer relationship from the point of signed agreement through onboarding, adoption, expansion, and renewal.

• Collaborate with Account Executives to ensure seamless post-sale transitions.

• Facilitate onboarding processes with Club Directors and organizational leaders, encompassing account setup, team organization, stakeholder alignment, and launch strategies.

• Develop success plans, setting milestones and responsibilities to transition organizations from signed agreements to active usage.

• Provide Club Directors and coaches with essential guidance, resources, and communication strategies for introducing GameChanger to teams and families.

• Cultivate lasting relationships with Club Directors, league administrators, coaches, and other key stakeholders through consistent proactive check-ins.

• Track customer health and adoption indicators, including team configuration, coach activation, parent involvement, athlete claims, and fan interaction.

• Design and implement account strategies to boost adoption, enhance engagement, and broaden reach across teams, programs, or sports.

• Coordinate educational and enabling initiatives, along with lifecycle communications, in partnership with Customer Experience and Marketing teams.

• Oversee renewals from initial planning and value reinforcement through to agreement execution.

• Identify potential risks, formulate recovery strategies, and rally internal teams to ensure customer retention.

• Maintain account health, forecast renewals, identify growth prospects, and monitor customer activity within the CRM system.

• Meet or exceed targets for retention, renewal, adoption, and expansion.

• Create onboarding, account planning, adoption, expansion, referral, and renewal playbooks.

• Relay customer insights to Sales, Customer Experience, Marketing, and Product teams.

• Collaborate with Sales leadership to establish success metrics, operational rhythms, and scalable account-management workflows.

⛳️ Requirements

• 3–5+ years of experience in B2B or B2B2C account management, customer success, or post-sales roles, particularly with responsibilities for renewals and expansion.

• Proven track record of achieving or surpassing targets for retention, renewal, adoption, or growth.

• Experience in onboarding and managing accounts with multiple stakeholders, from senior decision-makers to everyday users.

• Exceptional consultative, relationship-building, and executive communication skills.

• Ability to link customer objectives to quantifiable results.

• Familiarity with utilizing customer data and account health metrics to prioritize actions and proactively manage a portfolio.

• Experience with CRM and customer success platforms such as HubSpot, Salesforce, or comparable tools.

• Self-motivated individual who thrives in a fast-paced, early-stage environment with significant ownership.

• Demonstrated knowledge of diamond sports (baseball/softball) and basketball markets.

• Previous experience within the club sports ecosystem is highly preferred.

• Willingness to travel as required.

• Must reside in the United States; candidates from AK, DE, HI, IA, LA, MS, MT, OK, and SC cannot be considered.

• Must have legal authorization to work in the United States.

🏝️ Benefits

• Opportunity to influence the future of the sales organization at a leading product in its category.

• Direct impact on growth across various sports and customer segments.

• Engage with a product that holds significant meaning for athletes, families, and communities.

• Join a collaborative, mission-driven team with a strong product-market fit.

• Flexibility to work remotely across the US or from a well-equipped, modern office in Manhattan, NY.

• Unlimited vacation policy.

• Paid volunteer opportunities.

• Technology stipend of $4,000 every two years following your start date.

• Work-from-home stipend of $500 each year.

• Monthly stipends for physical, mental, wellness, and learning initiatives through Holisticly.

• Monthly lifestyle stipend available through Fringe.

• Comprehensive health benefits including medical, dental, vision, prescription coverage, FSA, HRA, HSA, and family/dependent coverage.

• Traditional and Roth 401K plans offered through Vanguard with immediate company matching.

• Basic, supplemental, and dependent life insurance options.

• Short-term and long-term disability leave provided.

• Company-paid parental leave: up to 20 weeks for birthing parents and up to 12 weeks for non-birthing parents.

• Family-building benefits available through Progyny.

• Discounts available through DICK'S Sporting Goods and family-of-brands.

• Incentive compensation and equity options for eligible roles.