Your mission

This is a full-time, hybrid role requiring a minimum of three days per week in our Dublin headquarters at NovaUCD.

Building a more scalable customer experience is a core responsibility of this role. You will help us use segmentation, automation and repeatable processes to support a growing customer base, focusing personal engagement where it has the greatest impact. You will work closely with our Director of Sports Science to develop and improve our account management approach. You will bring experience of what works in a growing SaaS business, identify opportunities for improvement and take ownership of turning ideas into effective processes.

As a Senior Account Manager at Output Sports, you will retain and grow a portfolio of customers while helping shape how we deliver account management at scale.
Working within our sports-science team, you will own customer relationships from onboarding through to renewal and expansion. You will understand customer needs, strengthen adoption, address account risks and proactively identify and close upsell opportunities. Retention and upsell performance will be central measures of success.

Key Responsibilities
Account Management Strategy & Scalability

• Work with the Director of Sports Science to develop an account management approach that supports customer growth and commercial objectives.
• Review existing processes, identify gaps and take ownership of improvements from proposal through implementation and evaluation.
• Develop customer segmentation and engagement plans that prioritise adoption, retention and expansion opportunities across a large portfolio.
• Build and refine sequences, reusable resources and playbooks for onboarding, trial conversion, re-engagement and renewals.
• Identify opportunities for wider automation and work with relevant colleagues to implement them.
• Evaluate the impact of initiatives on customer engagement, retention, revenue and team efficiency.
• Share practical approaches and learning with colleagues to strengthen account management across the team.

• Own customer renewals and deliver against agreed retention and upsell targets.
• Use customer health, product usage and commercial data to identify risks early and implement retention plans.
• Lead conversations about value, pricing, budget concerns and competing solutions.
• Proactively identify accounts with upsell potential and lead opportunities from initial outreach through discovery, demonstration, proposal and close.
• Build account growth plans around relevant functionality, sensors, athlete capacity and wider organisational adoption.
• Maintain accurate renewal forecasts and a qualified expansion pipeline in HubSpot.

• Manage a large portfolio, balancing proactive engagement, commercial priorities and incoming customer needs.
• Help customers reach meaningful outcomes quickly and embed Output into their regular workflows.
• Deliver focused onboarding, training and demonstrations that connect product capabilities to customer goals.
• Maintain disciplined task management, accurate CRM records and reliable follow-through.
• Collaborate with Support, Product, Marketing and Sales to resolve challenges and turn customer insights into improvements.

Your profile

• Four or more years of relevant account management or customer success experience, including responsibility for retention and expansion within a SaaS or subscription-based technology business.
• A proven record of achieving retention and upsell targets, with ability to demonstrate clear examples of your contribution and results.
• Demonstrated experience building or improving scalable account management processes, with evidence of your contribution and measurable results.
• Experience managing a large customer portfolio through effective segmentation, prioritisation and structured engagement.
• Confidence leading renewal negotiations, addressing churn risk and handling commercial objections.
• Practical experience using CRM sequences, templates and customer data to deliver relevant outreach at scale.
• Strong commercial and analytical judgement, with the ability to turn usage trends and customer feedback into action.
• The ability to independently identify a problem, recommend a solution and drive implementation with colleagues.
• Strong communication skills across customer training, demonstrations, commercial discussions and internal collaboration.
• A degree in Sports Science, Strength & Conditioning, Exercise Science, Kinesiology or a related field, or equivalent relevant professional experience.
• A curious, proactive approach: you ask questions, challenge existing approaches constructively and take ownership of results.
• Ability to attend our NovaUCD office at least three days per week.

Why us?

• Competitive salary aligned with experience.
• Take ownership of customer relationships with clear responsibility for retention and growth.
• Play a central role in shaping how our account management team operates and scales.
• Work closely with a collaborative team helping practitioners apply sports science in everyday training.
• Bring your ideas and experience into a role with scope to influence processes, customer experience and commercial outcomes.
• Develop your career in a culture that values curiosity, initiative and continuous learning.