Customer Success Manager

At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections.

Mindbody equips wellness entrepreneurs with technology to support thriving businesses and create exceptional experiences. Innovation and curiosity drive our culture, connecting businesses and individuals through cutting-edge solutions. Join us if you're passionate about enhancing wellness through technology.

The Role You'll Play

• Drive engagement and maximize customer value through meaningful software adoption, scaled training, and enablement programs, including new feature use after upgrades or add-on purchases


• Manage the health and success of SMB customers from go-live through renewal and expansion using a scaled, digitally enabled model to engage proactively at key touchpoints


• Leverage customer health metrics and key signals to prioritize outreach at key inflection points, mitigating churn risk and identifying growth opportunities


• Demonstrate value and identify growth opportunities through upselling, expansion, and software optimization Partner 1:1 with customers as needed to reduce churn and uncover upsell opportunities


• Engage and educate customers through scalable communication methods such as webinars, office hours, virtual sessions, and customer marketing Use data insights to track client health, forecast risks, and help mitigate churn


• Collaborate with Sales, Onboarding, Support, Payments, Product, and Marketing to share learnings, surface root causes of success or risk, and strengthen the customer experience

 The Experience You’ll Bring

• 3+ years of relevant experience in customer success, sales, or account management


• Ability to quickly learn the Mindbody platform and translate product knowledge into customer-specific guidance


• Strength in building cross-functional relationships with a team-first approach and a focus on customer outcomes


• Clear, concise communication skills across written and verbal channels in both 1:1 and group settings


• Comfort facilitating consultative conversations, including presenting recommendations and answering questions live


• Skill navigating challenging customer conversations with tact, empathy, and confidence Strong time management and organization skills with the ability to prioritize effectively in a fast-moving environment


• Working knowledge of Salesforce and/or Gainsight (preferred)