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 Customer Success Manager possesses thorough knowledge of all ClassPass products, setups, and services and works with small and medium-sized (SMB) accounts to maximize customer investment value. They drive software adoption and optimization for net-new customers, ensuring they are realizing value from the ClassPass software from the onset. For tenured customers, CSMs are responsible for monitoring customer health and proactively reaching out to customers to ensure the gain the most value from our tools. Additionally, CSMs identify new opportunities for account growth.
MINIMUM QUALIFICATIONS AND REQUIREMENTS:
- Bachelor’s Degree or equivalent work experience
- Three (3) years of relevant work experience in customer success, sales, or account management
- Ability to quickly learn the ClassPass platform and translate that knowledge to specific customer needs
- Demonstrated ability to foster, develop, and work in cross-functional relationships with a spirit of teamwork and a focus on the delivery of positive customer outcomes
- Excellent communication skills, both verbal and written, with the ability to communicate in a clear, concise and understandable manner
- Demonstrated ability to respond to questions in groups and one-on-one consultative settings
- Ability to handle challenging customer conversations skillfully and tactfully
- Excellent time management and organizational skills, ability to prioritize and use time effectively and efficiently
- Strong reporting skills with the ability to not only gather the appropriate data but also gain insights to improve the performance of the Customer Success team and our customers
- Demonstrated ability to work in ambiguous and changing environments
- Prior work experience in a SaaS environment is preferred
- Experience working in a Fitness, Integrative Health, Spa, or Salon business is preferred
- Prior work experience in a sales-related role is preferred
- Working knowledge of Salesforce and/or Gainsight is preferred
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Drive engagement and maximize customer value through meaningful software adoption, scaled training, and enablement programs, including new feature use after upgrades or add-on purchases
- Manage the health and success of SMB customers from go-live through renewal and expansion, using a scaled, digitally enabled model to engage proactively at key touchpoints
- Leverage customer health metrics and other key signals to prioritize and reach out to customers during key inflection points in their relationship with ClassPass, ensuring timely mitigation of churn threats and identification of growth opportunities
- Demonstrate value and identify growth opportunities through upselling, expansion, and software optimization
- Meet 1:1 with customers as needed to reduce churn and identify upsell opportunities
- Engage and educate customers through scalable communication methods such as webinars, office hours, virtual sessions, and customer marketing
- Use data insights to track client health, forecast risks, and mitigate churn
- Manage customer relationships at all levels: executive, stakeholder, divisional, and end user
- Handle escalations and crises independently, including executive-level crisis management
- Collaborate with Sales, Onboarding, Support, Payments, Product, and Marketing teams to communicate root causes of customer success or failure and drive product enhancements
- Perform other duties as assigned
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.
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