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:
- Own high-impact partner retention work end-to-end with urgency, precision, and consistent follow-through
- Hit and exceed monthly churn save quotas and SLA targets with consistency and accountability
- Diagnose and resolve complex operational issues like rate negotiations, billing discrepancies, and escalations with fast root-cause analysis and clear partner communication
- Execute proactive outreach to at-risk and long-tail partners with thorough prep, a clear agenda, and a "value every time" standard
- Translate partner performance data into clear, actionable stories that help partners make better decisions about their ClassPass presence
- Communicate with empathy and confidence—knowing when to hold firm, when to offer alternatives, and when to escalate
- Collaborate closely with Field Account Managers, acting as a force multiplier so AMs can stay focused on in-field relationship building and growth
- Maintain a high service bar across every touchpoint: quick acknowledgement, clear next steps, strong case hygiene, and closed-loop follow-through
- Share feedback, surface trends, and contribute to team strategy that improves partner outcomes and internal processes
The Experience You'll Bring:
- Experience in account management, customer success, retention, or partner-facing support roles—ideally in a high-volume, fast-paced environment
- Strong de-escalation skills—you stay calm, solutions-forward, and human when partners are frustrated, confused, or at risk
- Confident communicator who builds trust quickly and explains complex topics in plain language across calls, emails, and live conversations
- Comfortable using data to support partner conversations—you can pull insights and translate them into what changed, why it matters, and what to do next
- Highly organized with strong case management habits—nothing drops, timelines are clear, and follow-through is consistent
- Familiar with CRM platforms like Salesforce, Salesloft, Gong and Tableau and quick to adapt to new tools
- Self-motivated problem solver who takes ownership of outcomes and doesn't wait to be told what to do next
- A team player who shares knowledge generously and embraces feedback to grow
- High level of conversational and written English proficiency—you communicate clearly, professionally, and confidently with US-based partners and internal teams
- Please submit your resume in English as this role will be working with our US markets.
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.
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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.