Manager, Customer Success

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 Class Pass, 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.

As the Manager, Customer Success, you will lead and develop the Customer Success team supporting the EMEA region. You will ensure the team delivers exceptional customer experiences that drive adoption, satisfaction, and retention across Mindbody’s small and medium‑sized business (SMB) accounts. Your responsibilities include building team capability, ensuring all members possess the skills, tools, and knowledge to manage their book of business, delivering high‑quality, scalable customer education programs, and owning performance management, KPI monitoring, coaching, and operational leadership.

This role also requires strong operational leadership: running structured team meetings, conducting regular one‑on‑ones, collaborating cross‑functionally, and proactively removing obstacles that hinder team or customer success.

• Bachelor’s degree in a related field strongly preferred.
• 5+ years of experience in SaaS Customer Success, Account Management, or Implementation, with a record of driving measurable business outcomes.
• 2–3 years of people management experience, including coaching and developing individuals and teams across regions or time zones.
• Demonstrated success leading teams in customer retention, training, or post‑sale engagement, preferably within SMB or mid‑market segments.
• Strong understanding of customer lifecycle management, including onboarding, adoption, expansion, and renewal strategies.
• Proven ability to lead through change, applying structured change management principles to drive process adoption and team alignment.
• Excellent written and verbal communication skills, with the ability to present, teach, and influence at all levels.
• Strong analytical and problem‑solving skills, using data to inform decisions and improve performance.
• Skilled in motivating and inspiring teams, fostering collaboration and accountability.
• Calm and professional under pressure; able to manage escalations with empathy and composure.
• Demonstrated cross‑functional collaboration experience with teams such as Product, Sales, and Implementation.
• Proficiency with customer success and CRM tools (e.g., Gainsight, Salesforce); experience with learning management systems (LMS) preferred.
• Creative, innovative, and adaptable—able to thrive in a fast‑paced, evolving environment. Strong presentation and speaking skills.

• Lead, coach, and develop the EMEA Customer Success team to achieve departmental goals, KPIs, and consistent global performance standards.
• Drive customer retention and growth within the SMB segment by improving net revenue retention, identifying upsell opportunities, and reducing churn.
• Conduct regular one‑on‑ones and performance reviews, providing actionable coaching, feedback, and professional development opportunities.
• Ensure team alignment with Playlist’s strategy, Code of Conduct, policies, and procedures, and partner with People and Culture to lead and support team members in areas such as selection, promotion, compensation, development, and employee relations.
• Manage and resolve customer escalations, removing obstacles and ensuring successful outcomes. Leverage change management strategies to guide teams through evolving processes, ensuring rapid adoption and alignment with business goals.
• Analyze team and program performance metrics to identify trends, address gaps, and drive continuous improvement.
• Partner cross‑functionally with Implementation, Product, Sales, and Enablement to ensure cohesive customer experiences and unified post‑sale strategies.
• Identify training and enablement needs that enhance customer adoption, product…