Associate Account Manager

About Athlete to Athlete

Athlete To Athlete connects NCAA athletes with youth athletes for one-on-one mentorship. Since launching four years ago, we have worked with more than 35,000 athletes, grown more than 100% each year, and are on track to facilitate over one hundred thousand mentorship sessions this year.

Role SummaryOwn the customer relationship post-sale, ensuring families stay engaged, satisfied, and continue in their mentorship program. Serves as the primary point of contact for a dedicated portfolio of accounts from onboarding through renewal. As we continue in rapid growth mode, this role is based on-site and requires the Associate Account Manager to be in the office five days a week. Weekly schedules may include weekend coverage depending on team needs; specific shift days will be discussed during the interview process.

Key Responsibilities

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• Manage a dedicated portfolio of customers and mentor accounts as their main point of contact throughout their time with A2A.
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• Conduct proactive outreach (calls, texts, and emails) to check in on engagement, address concerns, and reinforce program value.
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• Monitor account health signals to catch at-risk families and mentors early and intervene before they churn.
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• Own the renewal conversation for your accounts, including timing outreach, handling hesitation, and presenting upgrade options.
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• Coordinate with the mentors and customers to resolve issues affecting your accounts, such as scheduling conflicts or mentor changes.
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• Maintain accurate, complete notes on every account so no context is lost between touchpoints.
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• Run onboarding calls for both mentors and customers to ensure that they are set up for success.

Qualifications

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• Excellent written and verbal communication skills.
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• Comfortable managing a high volume of ongoing relationships and follow-ups.
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• Strong organization, attention to detail, and follow-through.
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• Comfortable learning CRM systems and account management tools
• What will make you successful
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• You love talking to people. You're energized by conversations and build trust quickly, even with families you've never met.
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• You handle objections well. You understand hesitation is part of the job and know how to listen, address concerns, and keep the relationship strong.
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• You're coachable. You actively seek feedback and improve your conversations, retention tactics, and account strategy.
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• You're competitive. Whether through sports, academics, work, or personal goals, you're motivated by hitting measurable retention and renewal targets.
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• You stay organized. Every account receives timely follow-up, accurate notes, and a clear next step.
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• You take ownership. You treat every account like it's your own business and care about creating a great experience for every family.
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• You're dependable. Leadership knows they can rely on you to consistently retain accounts and flag risk early.

Nice to Have

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• Internship or part-time experience in customer success, account management, or sales.
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• Competitive athletic background.
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• Experience in customer service, retail, hospitality, recruiting, or another customer-facing role.
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• Experience using HubSpot, Salesforce, or another CRM.
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• Passion for youth and college sports.