Account 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.

ClassPass offers thousands of fitness and wellness experiences worldwide, helping people lead active, balanced lifestyles. Our platform makes discovering and enjoying activities simple, personalized, and joyful—whether it's fitness classes, self-care sessions, a healthy lunch, or a new adventure. Join us in shaping healthier, more vibrant communities around the globe.

The Role You'll Play:

You'll join the team driving success and long-term growth for our SMB partners—helping them unlock more value from their ClassPass partnership while reducing churn. As an SMB Account Success Manager, you'll lead strategic conversations, identify upsell opportunities, and act as a trusted advisor for partners at key moments in their journey. Your mix of business acumen, empathy, and tech-savvy thinking will keep partners engaged, informed, and growing.

• Guide ClassPass partners through strategic reviews, uncovering new opportunities with curiosity-driven conversations and performance insights
• Create and negotiate partnership terms to drive retention, product adoption, and revenue growth
• Deliver consultative support and education that helps partners make the most of SmartTools and other platform features
• Proactively manage your pipeline with outreach across phone, email, and CRM tools to engage at the right moments
• Serve as an expert on ClassPass offerings and verticals, helping partners align their strategy for long-term success
• Build rapport quickly, especially with partners at risk of churning, and reframe the value story to help them thrive
• Share learnings, roadblocks, and wins with your manager to continuously refine team strategies
• Consistently meet or exceed monthly retention, product, and upsell goals

Experience You Bring:

• 2+ years in account management, sales, or customer support, ideally in a consultative or fast-paced setting
• A strategic mindset with strong negotiation and problem-solving skills
• Comfortable leading conversations with decision-makers and navigating objections with empathy and insight
• Confidence using phone, email, and social tools to connect with partners daily
• Ability to analyze partner performance and translate it into meaningful, actionable insights
• Strong verbal and written communication skills, with an ability to adapt tone and messaging
• Comfortable managing multiple priorities at once with attention to detail and follow-through
• Familiarity with Salesforce, Mindbody, Microsoft Office Suite, or Tableau is a plus

Have we piqued your curiosity?
Sound like the role for you? We'd love to hear from you Even if you're not 100% sure about potential fit, we still encourage you to apply. We're looking for the right person, not the perfect series of checkboxes.

Playlist is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

By entering your email and phone number and submitting your application, you consent to receive emails, calls and SMS about your application and other roles at Playlist, including by auto-dialer. Message and data rates may apply. Opt-out or text STOP to cancel at any time. If you are a California resident or reside outside the United States then by submitting your application you confirm that you have read, understood, agree and - where applicable - grant your prior, free, informed and express consent for the processing of your personal information, including sensitive personal information, as described in our
California Applicant Privacy Notice
or
International Applicant Privacy Notice
(as applicable).