Customer Implementation 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.

The Role You'll Play

As a Customer Implementation Manager, you’ll serve as a customer’s coordinator and project manager during onboarding and implementation, as well as for select one-time engagement projects. You’ll learn each customer’s business model, translate their goals into a practical setup, and guide them through a successful launch and adoption of Mindbody products.

• Consult with customers to understand their business model and goals, then configure Mindbody software to support scalable workflows
• Lead project-managed onboarding by coordinating initial access, data conversions, and customer readiness for launch
• Deliver training to users in 1:1 and small-group settings to support confidence and adoption
• Provide technical guidance throughout implementation, answering questions in a consultative, customer-centered way
• Recommend platform features and setup options that increase engagement and feature adoption
• Support Premium Onboarding consults and smaller, one-time Professional Services projects as needed
• Keep projects on track by managing scope, timelines, and stakeholder updates, and ensuring delivery on time
• Track weekly time accurately in the PSA tool in alignment with Professional Services policies

 The Experience You’ll Bring

• 3+ years of experience in customer service, customer support, or technical support
• Strong customer communication skills, with the ability to tailor your message to a wide range of audiences
• Ability to build positive working relationships with customers and internal partners at all levels
• Confidence owning customer escalations, including de-escalation, follow-through, and clear documentation
• Strong time management and organizational skills, with the ability to meet deadlines and manage multiple projects
• Comfort delivering training and change management guidance to key stakeholders
• Working knowledge of web and mobile technologies, Microsoft products, and other software required for the role

It is the Company's intent to pay all Team Members competitive wages and salaries that are motivational, fair and equitable. The goal of the 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 $52,125 to $69,500. 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.