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. Mindbody equips wellness entrepreneurs with technology to support thriving businesses and create exceptional experiences. Innovation and curiosity drive our culture, connecting businesses and individuals through cutting-edge solutions. Join us if you're passionate about enhancing wellness through technology. About the role The Mid-Market Account Management Manager leads a team of both sales and account management responsible for a portfolio of Mid-Market customers. This leader sets the operating rhythm, coaching standards, and performance expectations to deliver strong retention and growth outcomes. This role is accountable for the health of the teamʼs book of business, including renewal execution, churn prevention, adoption, customer outcomes, expansion, and forecasting accuracy. The manager partners cross-functionally to solve customer issues and scale best practices across the segment. What youʼll own Retention growth of the book Own performance against new logo acquisition, churn, renewals, and net revenue retention targets across the teamʼs portfolio. Build and execute plays to improve account health, adoption, and expansion outcomes. Team leadership coaching Manage, coach, and develop Account Executives and Account Managers in the mid-market segment Set clear expectations for account planning, customer engagement, and opportunity management Run weekly 1:1s, deal reviews, pipeline reviews, and skill coaching. End-to-end customer ownership Ensure consistent, high-quality customer experience across onboarding handoff, adoption, renewals, and growth motions. Establish escalation paths and ensure timely resolution of customer risks. Forecasting operating cadence Maintain accurate forecasting for revenue, renewals, churn risk, and growth pipeline. Create a predictable cadence for reporting and inspection (weekly, monthly, quarterly). Cross-functional partnership Partner with Sales, Customer Success/Implementation, Support, Product, and Marketing to remove blockers and drive outcomes. Bring structured feedback loops from customers to internal teams to improve product and processes. Process improvement scaling Standardize best practices for account planning, QBRs, renewal management, and growth plays. Identify patterns across the portfolio and drive initiatives that improve efficiency and performance. Qualifications (must-have) Experience managing a team (2-3 years) in a sales, account management, customer success. Track record of driving retention and expansion outcomes for a book of business Strong coaching and performance management skills. Comfort with structured forecasting, pipeline inspection, and data-driven decision making. Excellent communication skills in managing up and ability to partner cross-functionally.
