International Account Manager

Ascend Learning, a leading healthcare and learning technology company, connects a powerful portfolio of brands serving students, educators, and employers with outcomes-based, data-driven solutions across the lifecycle of learning. From testing to certification, Ascend Learning products are used by physicians, emergency medical professionals, nurses, allied health professionals, certified personal trainers, financial advisors, skilled trades professionals, and insurance brokers. Headquartered in Burlington, MA, with additional office locations and hybrid and remote workers across the U.S., Ascend Learning was recognized as one of America’s 2025 Greatest Workplaces and America’s Best Places to Work for Mental Well-Being for 2025.

For over 37 years, National Academy of Sports Medicine® (NASM®), an Ascend Learning brand, has set the standard in fitness and wellness credentials and certification with best-in-class, evidence-based programming. NASM has delivered over 1.4 million fitness professionals in over 100 countries. From personal training to nutrition coaching, wellness to sports performance, NASM trainers and specialists help clients set and reach their unique goals.

About the role

The Account Manager for B2B Client Support will play a critical role in managing and nurturing client relationships. This individual will focus on supporting client needs, driving contract consumption, increasing client retention rates, and identifying upselling opportunities. The ideal candidate will excel at understanding client requirements, maximizing value for the client, and aligning the company’s growth objectives.

Where You'll Work

This position will hybrid out of our Gilbert, AZ office. Remote candidates will be considered.

Responsibilities

• Client Support and Relationship Management:
  • Serve as the primary point of contact for NASM international partners, providing exceptional service and support.
  • Build strong, lasting relationships by understanding client business needs, objectives, and challenges.
  • Conduct regular check-ins and business reviews with clients to ensure satisfaction and address any concerns proactively.
  • Act as a liaison between clients and internal teams to ensure effective communication and resolution of issues.
• Contract Consumption Management:
  • Track and monitor client contract usage to ensure optimal consumption of NASM and AFAA products.
  • Educate clients on the benefits and full potential of the solutions available within their contract.
  • Work with clients to identify and address any obstacles preventing full contract utilization, ensuring maximum ROI.
• Client Retention and Renewals:
  • Follow strategies to enhance client loyalty and satisfaction, fostering long-term partnerships.
  • Analyze client usage, satisfaction, and overall engagement to assess renewal likelihood.
  • Drive renewal process, addressing any concerns that may impact retention and presenting new value propositions as needed.
• Upsell and Cross-sell Opportunities:
  • Identify and propose upsell opportunities based on clients’ needs and business objectives.
  • Work collaboratively with sales and product teams to align offerings with client goals and future growth potential.
  • Provide clients with information about new or complementary products that could enhance their experience and address additional needs.
• Data-Driven Insights and Reporting:
  • Maintain accurate records of client interactions, usage data, and progress in CRM.
  • Prepare reports and insights on client health, retention metrics, contract consumption, and upsell achievements.
  • Use data to improve strategies and identify trends that inform proactive client support initiatives.

This position will include limited domestic and international travel for industry-related live events and in-person facility visits. Travel could be up to 10%.

Requirements

• Bachelor’s degree in Business, Marketing, or a related field.
• Proven experience in account management, customer success, or B2B sales support.
• Strong communication, negotiation, and relationship-building skills.
• Ability to analyze data, understand key metrics, and develop actionable strategies.
• Familiarity with CRM software and project management tools is a plus.

Skills

• Customer-Focused: Passionate about understanding client needs and providing tailored solutions.
• Results-Oriented: Motivated to achieve retention and upsell targets.
• Problem-Solver: Able to navigate challenges creatively to deliver positive outcomes.
• Collaborative: Works well across teams to drive client success and company growth.

Pay

The current full-time annualized hiring range for this role is $53,800.00–$77,000.00 and does not include discretionary bonus or sales incentives, if applicable. Individual compensation will be determined by various factors, including relevant experience, qualifications, current business needs, and local market factors. Most regular, full-time employees are eligible to participate in an Ascend incentive bonus or sales plan.

Benefits

• Health, dental, and vision insurance
• Company-paid life insurance
• 401(k) with company match
• Paid time off and parental leave
• Employee assistance program
• Other employee wellness programs such as Headspace and Airvet
• Charitable matching program