Customer Success Manager

About the role

Playlist is building a platform that connects people with fitness, wellness and experiential brands. As a Customer Success Manager you will help small‑business customers adopt the Mindbody platform, drive product usage and ensure long‑term value.

Key responsibilities

• Drive engagement and maximize customer value through software adoption, training and enablement programs.
• Manage the health and success of SMB customers from go‑live through renewal and expansion using a digitally enabled model.
• Use health metrics and key signals to prioritize outreach, mitigate churn risk and uncover growth opportunities.
• Partner 1:1 with customers to reduce churn, demonstrate value and identify upsell opportunities.
• Educate customers via webinars, office hours, virtual sessions and customer marketing.
• Collaborate with Sales, Onboarding, Support, Payments, Product and Marketing to share learnings and improve the customer experience.

Required profile

• 3+ years of experience in customer success, sales or account management.
• Ability to quickly learn the Mindbody platform and translate product knowledge into customer guidance.
• Strong cross‑functional relationship building and a team‑first mindset.
• Excellent written and verbal communication, both 1:1 and group settings.
• Comfortable handling challenging conversations with empathy and confidence.
• Effective time‑management and prioritisation in a fast‑moving environment.

Required skills

• Working knowledge of Salesforce.
• Familiarity with Gainsight (preferred).

What we offer

• Opportunity to shape the future of wellness technology.
• Collaborative, curiosity‑driven culture.
• Access to industry‑leading brands such as Mindbody and ClassPass.