Director of Customer Success

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.

Director of Customer Success

At Playlist, we're reimagining how businesses connect with their customers. As our Director of Customer Success, you'll be the strategic architect driving customer value, retention, and growth across our portfolio of experience-driven businesses.

The Role You’ll Play:

• Lead and transform our customer success strategy, developing comprehensive approaches that align with Playlist's vision of powering meaningful experiences and turning intent into action
• Build and mentor a high-performing customer success team, creating a culture of innovation, data-driven decision-making, and customer-centric excellence
• Design and implement advanced customer retention and expansion strategies that drive net revenue retention and create long-term customer advocacy
• Develop and execute sophisticated customer success analytics frameworks, translating complex data into actionable insights that inform strategic business decisions
• Collaborate cross-functionally with sales, product, marketing, and operations to create holistic customer experience strategies that differentiate Playlist in the market
• Establish and track key performance indicators (KPIs) that measure customer health, satisfaction, and strategic value across diverse business portfolios
• Drive digital transformation initiatives that enhance customer engagement, platform adoption, and overall customer lifetime value
• Represent the voice of the customer at executive leadership meetings, providing strategic recommendations for product development and business growth

Experience You Bring: 

• 8+ years of progressive leadership experience in customer success, account management, or related customer-facing roles, with demonstrated success in SaaS or technology environments
• Proven track record of building and scaling high-performing customer success teams and developing strategic customer engagement models
• Expert-level skills in customer retention strategies, revenue expansion, and creating scalable customer success frameworks
• Advanced proficiency in customer success platforms, CRM systems, and data analytics tools
• Exceptional leadership and communication skills, with the ability to inspire teams and build cross-functional partnerships
• Strategic mindset with the capability to translate customer insights into business opportunities
• Experience in fitness, wellness, or experience-driven technology industries is a plus
• Demonstrated ability to drive organizational change and implement innovative customer success approaches

 

Note: This description outlines key responsibilities but isn't intended to cover every task or duty. Additional responsibilities may be assigned as needed to support the team and business goals. 

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). 

It is the Company's intent to pay all Team Members competitive wages and salaries that are motivational, fair and equitable. The goal of Company's compensation program is to be transparent, attract potential employees, meet the needs of all current employees, and encourage Team Members to stay with our organization. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. 

The base salary range for this position in the United States is $131,475 MIN to $ 175,300 MID. The total compensation package for this position may also include a performance bonus, benefits and/or other applicable incentive compensation plans 

 

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.

The Company 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 The Company, 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).

Note: This description outlines key responsibilities but isn’t intended to cover every task or duty. Additional responsibilities may be assigned as needed to support the team and business goals.