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.
Who we are
This team will focus on retention and increasing revenue and success of our existing SMB customer portfolio. They are responsible for identifying business solutions and negotiations with existing customers by proactively determining the customer’s needs through consultations, education, pitching, and upselling.
About the right team member
An SMB Account Success Manager is responsible for achieving monthly retention, product retention and upsell targets. This role requires a strategic thinker, problem solver, and negotiator. Always seeking ways to act as a true partner consultant for partners who are requesting to churn from ClassPass, a ClassPass product or are at risk of churning. The role is a masterful communicator; educating partners, solving technical problems, and ensuring a smooth adoption of our products, SmartTools, and features.
About the role
- Be an expert on all verticals and offerings ClassPass markets
- Accountable for creating and negotiating key business terms to successfully retain partnerships and product adoption
- Conduct strategic business reviews through data analytics, benchmarking, effective curiosity based questioning, and strategic consulting to identify areas for improvement, gather and maintain key customer metrics to achieve customer retention.
- Provide best-in-class support, education, and success management
- Drive adoption of ClassPass products among partners
- Manage your own opportunities by utilizing CRM, email and outreach tools and resources to cultivate and maintain your pipeline
- Be an expert on ClassPass products, tools, and preferred partner terms
- Build rapport quickly with partners in order to retain partnerships and help them optimize their partnership to grow their business
- Engage with targeted partners daily based on their need and area of opportunity
- Regularly communicate successes and roadblocks to your manager to better inform the team’s goals and targets
- Develop creative and innovative ways to connect with partners targets and share across the team
- Achieve and consistently exceed monthly goals
Skills & experience
- BA/BS Degree or equivalent practical work experience
- Two years of sales, post-sale account management or customer support or service role
- Exemplary solution-selling mindset with a passion for post-sale client relationships, sales, and exceptional partner experience
- Hustle and drive to hit and exceed goals
- Strong phone presence and willingness to make multiple phone, email and social media contacts per day
- Proficiency in creating sales presentation material and internal documentation, including but not limited to sales reports and partner success metrics
- Dynamic interpersonal skills with a successful record of communication and negotiation with a diverse range of internal and external stakeholders
- Excellent verbal and written communications skills
- Ability to multi-task, prioritize, and manage time effectively
- A detail-oriented approach to executing tasks and an ability to manage multiple projects at once
- A team player and comfortable with an ever-changing startup environment
- Familiarity with Mindbody, Tableau, Microsoft Office Suite, and Salesforce is a bonus
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).
