Mid-Market Account Manager

WHO WE ARE:

At Playlist, we’re innovating for the future of wellness by bringing together the best of both sides of the market: Mindbody is the industry’s most trusted technology platform, empowering tens of thousands of wellness brands around the world with the software and resources they need to run and grow their businesses. ClassPass is one of the most popular apps for fitness lovers and self-care enthusiasts, partnering with over 30,000 fitness studios, gyms, salons, and spas around the world. We’re on a mission to create a wellness community for all—opening the doors to more authentic, local wellness experiences than ever before.

We drive sales of Mindbody software, but that’s not all. The Revenue team helps our customers achieve their business goals, contributes to their growth, and eliminates hurdles by finding smart solutions from our suite of software products. We are strategic, collaborative, and solutions-oriented. 

 

JOB SUMMARY:

The Mid Market Account Manager (MM AM) is responsible for owning the commercial and strategic outcomes of a portfolio of mid-market wellness brands. Acting as the GM for your book of business, you will be accountable for retention, growth, and partnership health—leading executive-level relationships and driving measurable impact across the customer lifecycle.

The MM AM is a strategic relationship leader and commercial owner, responsible for both customer success, retention, and revenue performance. You will collaborate closely with internal experts in onboarding, product enablement, and technical account management to deliver exceptional partner experience and sustainable business outcomes. This role requires a balance of strategic thinking, operational rigor, and hands-on execution to help our customers expand, optimize, and thrive on the Mindbody platform.

 

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• 2-3+ years in account management, customer success, consulting, or strategic sales with a track record of delivering retention and growth outcomes.
• Knowledge of French, both written and oral at a strong proficiency level
• Demonstrated success managing commercial relationships across complex accounts—preferably within SaaS or technology-enabled services.
• Proven ability to lead executive-level relationships and influence decision-making.
• Strong commercial acumen with comfort in contract negotiation and revenue forecasting.
• Experience collaborating cross-functionally
• Data-driven mindset—comfortable leveraging insights to guide retention and growth decisions.
• Excellent communication, presentation, and negotiation skills.
• Highly organized and detail-oriented, able to manage a dynamic portfolio in a fast-paced environment.Comfortable operating in a scalable, hybrid model that includes offshore partnership support.

 

PRINCIPAL DUTIES AND RESPONSIBILITIES:  

Strategic Partnership & Growth

• Own the full commercial relationship for your assigned portfolio (~60–70 mid-market brands), serving as the single point of accountability for both retention and revenue growth.
• Develop and execute strategic account plans that drive expansion opportunities, optimize platform usage, and align customer outcomes with Mindbody’s goals.
• Lead multi-year renewal and upsell negotiations, securing long-term commitments and deepening platform adoption.
• Identify and close growth opportunities across the Mindbody suite, including new products, upgraded plans, and additional locations.
• Forecast retention and expansion performance, ensuring accurate visibility into revenue outcomes.
• Partner cross-functionally with Finance, Pricing, Marketing, and Product to co-create growth strategies and deliver scalable value.
• Conduct Quarterly Business Reviews (QBRs) with executive stakeholders to review results, surface opportunities, and align on forward-looking initiatives.

 

Customer Retention & Success

• Take end-to-end ownership of retention outcomes—proactively identifying risk and developing save strategies before issues escalate.
• Monitor account health and engagement metrics to prioritize actions and mitigate churn risk early.
• Design and execute data-driven save plans aligned to brand value and customer goals.
• Collaborate with internal teams (Implementation, ATAM, TAM, Product, and Support) to ensure a seamless customer experience across all lifecycle stages.
• Ensure all customers are fully onboarded, enabled, and realizing measurable value from Mindbody’s platform.
• Partner closely with customers’ operations, marketing, and strategy leads to align product usage to their growth objectives.
• Capture and communicate customer feedback internally to influence future product development and improvements.

 

Commercial Ownership & Operational Excellence

• Serve as the primary commercial owner—responsible for renewals, upsells, and expansion across the customer portfolio.
• Drive accurate forecasting and pipeline management, balancing both retention and revenue metrics.
• Lead commercial negotiations for renewals and uplifts, ensuring fair and mutually beneficial agreements.
• Maintain a deep understanding of customer contracts, usage patterns, and pricing models to maximize account performance.
• Partner with implementation teams to ensure successful onboarding for upsells or add-location expansions.
• Leverage offshore and onshore resources effectively to deliver scalable, consistent service across markets.
• Support continuous improvement of internal processes, account playbooks, and performance frameworks to ensure operational excellence.

 

Leadership & Enablement

• Champion best practices in retention, account planning, and customer engagement across the team.
• Contribute to ongoing refinement of the Account Management playbook and scaling initiatives.
• Collaborate with leadership and enablement teams to shape product knowledge programs for MM AMs and SAMs.
• Mentor peers and support the onboarding of new Account Managers to maintain quality and consistency in customer experience