Customer Success Manager

About the Company

Playlist is focused on helping people spend more time moving, connecting, exploring, and enjoying experiences away from their screens. Through brands such as Mindbody and ClassPass, the company supports businesses and individuals with tools that make it easier to turn goals into real action. Its mission is to strengthen meaningful offline connections through technology.

Mindbody provides wellness businesses with software that helps them run and grow stronger operations while delivering great customer experiences. The culture values innovation, curiosity, and building technology that connects businesses with the people they serve.

Role Overview

The Customer Success Manager will work with small and mid-sized business accounts to help them get maximum value from Mindbody products and services. The role focuses on fast adoption for new customers, ongoing optimisation for long-term customers, proactive outreach, and identifying opportunities to expand accounts.

What You’ll Do

• Build strong relationships with customers and help them reach the outcomes they want from Mindbody.
• Support early product adoption and guide customers through best-practice setup and usage.
• Recommend improvements that help customers use the platform more effectively.
• Monitor customer health for established accounts and step in proactively when support is needed.
• Spot opportunities for account growth and additional value creation.
• Collect and use customer feedback to improve the experience and strengthen retention.
• Track customer success measures such as NPS and CSAT to support satisfaction and loyalty.
• Work across teams to deliver positive outcomes for customers.

Requirements

• A bachelor’s degree or equivalent practical experience.
• French fluency is required; German language ability is a strong advantage.
• At least 3 years of relevant experience in customer success, sales, or account management.
• Ability to learn the Mindbody platform quickly and apply that knowledge to customer needs.
• Comfort working with cross-functional teams in a collaborative environment.
• Strong verbal and written communication skills with a clear, concise style.
• Confidence handling both group discussions and one-to-one advisory conversations.
• Ability to manage difficult customer interactions tactfully and professionally.
• Strong organisation and time management skills, with the ability to prioritise effectively.
• Solid reporting ability, including data gathering and turning findings into actionable insights.
• Comfort working in changing and ambiguous environments.

Additional Information

The company encourages applicants to apply even if they do not meet every single requirement. Mindbody is an equal opportunity employer and welcomes candidates from all backgrounds, experiences, and identities. Employment decisions are made without discrimination based on protected characteristics.

By submitting an application, candidates consent to receive application-related emails, phone calls, and SMS messages, including automated communications where permitted. Message and data rates may apply, and candidates can opt out by replying STOP. Additional privacy consent terms may apply depending on location, including California and international applicant privacy notices.

This job outline highlights the main responsibilities and is not intended to cover every task. Other duties may be assigned to support the team and business goals.