Job Specifications
About the Company:
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.
The Manager, Customer Success is responsible for leading and developing the Customer Success team
supporting the EMEA region. They will ensure the team delivers exceptional customer experiences that
drive adoption, satisfaction, and retention across Mindbody’s small and medium-sized business (SMB)
accounts. The Manager plays a critical role in building team capability, ensuring all members possess the
skills, tools, and knowledge to effectively manage their book of business and deliver high-quality, scalable
customer education programs. This includes ownership of performance management, establishing and
monitoring KPIs, conducting ongoing coaching and evaluations, and fostering a culture of accountability
and excellence. As Mindbody’s Customer Success program evolve, this individual will lead through change,
ensuring rapid and effective adoption of new processes and best practices. This role also requires a strong
focus on operational leadership, running structured team meetings, conducting regular one-on-ones,
collaborating cross-functionally, and proactively removing obstacles that hinder team or customer success.
The right candidate will demonstrate influential communication, proven mentoring ability, and a history of
driving measurable results through effective leadership. Partnering closely with stakeholders across
Implementation, Customer Success, Product, and Enablement, the Manager will ensure consistency,
quality, and alignment between regional success strategies and global training initiatives to maximize
customer outcomes.
MINIMUM QUALIFICATIONS AND REQUIREMENTS:
Bachelor’s degree in related field strongly preferred
5+ years of experience in SaaS Customer Success, Account Management, or Implementation, with a record of driving measurable business outcomes.
2–3 years of people management experience, including coaching and developing individuals and teams across regions or time zones.
Demonstrated success leading teams in customer retention, training, or post-sale engagement, preferably within SMB or mid-market segments.
Strong understanding of customer lifecycle management, including onboarding, adoption, expansion, and renewal strategies.
Proven ability to lead through change, applying structured change management principles to drive
process adoption and team alignment.
Excellent written and verbal communication skills, with the ability to present, teach, and influence at
all levels.
Strong analytical and problem-solving skills, using data to inform decisions and improve performance.
Skilled in motivating and inspiring teams, fostering collaboration and accountability.
Calm and professional under pressure; able to manage escalations with empathy and composure.
Demonstrated cross-functional collaboration experience with teams such as Product, Sales, and Implementation.
Proficiency with customer success and CRM tools (e.g., Gainsight, Salesforce); experience with learning management systems (LMS) preferred.
Creative, innovative, and adaptable—able to thrive in a fast-paced, evolving environment. Strong presentation and speaking skills
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Lead, coach, and develop the EMEA Customer Success team to achieve departmental goals, KPIs, and consistent global performance standards.
Drive customer retention and growth within the SMB segment by improving net revenue retention, identifying upsell opportunities, and reducing churn.
Conduct regular one-on-ones and performance reviews, providing actionable coaching, feedback, and professional development opportunities
Ensure team alignment with Playlist’s strategy, Code of Conduct, policies, and procedures, and partner with People and Culture to lead and support team members in areas such as selection, promotion, compensation, development, and employee relations.
Manage and resolve customer escalations, removing obstacles and ensuring successful outcomes. Leverage change management strategies to guide teams through evolving processes, ensuring rapid adoption and alignment with business goals.
Analyze team and program performance metrics to identify trends, address gaps, and drive continuous improvement.
Partner cross-functionally with Implementation, Product, Sales, and Enablement to ensure cohesive customer experiences and unified post-sale strategies.
Identify training and enablement needs that enhance customer adoption, product utilization, and satisfaction.
Develop and implement innovative, data-dr