Strategic Account Manager

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.

Sr Strategic Account Manager

The Role You’ll Play: At Playlist, we're looking for a Sr Strategic Account Manager who will be the critical bridge between our platform and our valued customers. You'll be a key player in driving customer success, relationship management, and strategic account growth across our ecosystem. You will work directly with studio owners and managers in our network to make sure they see incredible value in their partnership with us. You are comfortable with numbers, and are excited to use data, market trend analysis, and your budding knowledge of the boutique fitness space to make actionable recommendations to our partners.

• Lead comprehensive product enhancement and implementation strategies for strategic customers, ensuring seamless integration of Playlist solutions
• Orchestrate account management experiences for franchisor and franchisee partners, conducting discovery sessions and guiding partners to maximize platform potential
• Develop deep technical expertise in our product suite, translating complex capabilities into tangible business value
• Proactively resolve product and business challenges through advanced troubleshooting and cross-functional collaboration
• Collaborate with product, engineering, and sales teams to develop innovative customer success methodologies
• Assist in designing and delivering training materials that empower customers to unlock full platform potential
• Serve as the primary point of contact for a portfolio of strategic accounts, acting as a trusted advisor
• Generate actionable insights from customer interactions to drive product development and strategic initiatives
• Responsible for monitoring and identifying pockets of opportunity within a brand you’re working with, with a heavy focus on product feature utilization
• Build strong, long-term relationships with partners within a franchisee book of business ranging from top, medium and lower tier accounts
• Drive adoption of new product features and retention of pre-existing products among your studio partners
• Engage with key studio partners during a monthly check-in via phone and in-person meetings (some you’ll interact with every day!)
• Retain our partners by providing best-in-class support & relationship management
•  Contribute towards brand specific projects across the partner bases
•  Assist with resolving issues and complete ad-hoc projects

 

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Experience You Bring: 

• 4+ years of experience in account management, customer success, or similar customer-facing roles, preferably in SaaS or technology platforms
• Proven ability to manage complex, strategic customer relationships and drive technical implementations
• Strong SaaS relationship management experience with ability to quickly understand and articulate complex software solutions
• Exceptional communication skills for translating technical concepts across diverse audiences
• Experience with API integrations, software configuration, and technical problem-solving
• Proven effectiveness in fast-paced, collaborative environments
• Good strategic thinking skills in implementing and executing tactical project plans ensuring alignment with directions from their manager, and goals of their team. 
• Strong communication skills: comfortable using a broad range of communication styles across different audiences in diverse situations. Partners with members of other teams to not only generate buy-in for their initiatives but to maximize their impact. 
• Good collaboration skills: leverages deep experience to teach their colleagues' new skills, frameworks, techniques, etc. Introduces entirely new ways of approaching or solving problems.

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 $86,475  to $115,300 . 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.