Strategic Account Manager

Playlist

8h•$86,475 - $115,300

About The Position

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. Sr Strategic Account Manager The Role You’ll Play: At Playlist, we're looking for a Sr Strategic Account Manager who will be the critical bridge between our platform and our valued customers. You'll be a key player in driving customer success, relationship management, and strategic account growth across our ecosystem. You will work directly with studio owners and managers in our network to make sure they see incredible value in their partnership with us. You are comfortable with numbers, and are excited to use data, market trend analysis, and your budding knowledge of the boutique fitness space to make actionable recommendations to our partners. Lead comprehensive product enhancement and implementation strategies for strategic customers, ensuring seamless integration of Playlist solutions Orchestrate account management experiences for franchisor and franchisee partners, conducting discovery sessions and guiding partners to maximize platform potential Develop deep technical expertise in our product suite, translating complex capabilities into tangible business value Proactively resolve product and business challenges through advanced troubleshooting and cross-functional collaboration Collaborate with product, engineering, and sales teams to develop innovative customer success methodologies Assist in designing and delivering training materials that empower customers to unlock full platform potential Serve as the primary point of contact for a portfolio of strategic accounts, acting as a trusted advisor Generate actionable insights from customer interactions to drive product development and strategic initiatives Responsible for monitoring and identifying pockets of opportunity within a brand you’re working with, with a heavy focus on product feature utilization Build strong, long-term relationships with partners within a franchisee book of business ranging from top, medium and lower tier accounts Drive adoption of new product features and retention of pre-existing products among your studio partners Engage with key studio partners during a monthly check-in via phone and in-person meetings (some you’ll interact with every day!) Retain our partners by providing best-in-class support & relationship management Contribute towards brand specific projects across the partner bases Assist with resolving issues and complete ad-hoc projects

Requirements

4+ years of experience in account management, customer success, or similar customer-facing roles, preferably in SaaS or technology platforms
Proven ability to manage complex, strategic customer relationships and drive technical implementations
Strong SaaS relationship management experience with ability to quickly understand and articulate complex software solutions
Exceptional communication skills for translating technical concepts across diverse audiences
Experience with API integrations, software configuration, and technical problem-solving
Proven effectiveness in fast-paced, collaborative environments
Good strategic thinking skills in implementing and executing tactical project plans ensuring alignment with directions from their manager, and goals of their team.
Strong communication skills: comfortable using a broad range of communication styles across different audiences in diverse situations. Partners with members of other teams to not only generate buy-in for their initiatives but to maximize their impact.
Good collaboration skills: leverages deep experience to teach their colleagues' new skills, frameworks, techniques, etc. Introduces entirely new ways of approaching or solving problems.

Responsibilities

Lead comprehensive product enhancement and implementation strategies for strategic customers, ensuring seamless integration of Playlist solutions
Orchestrate account management experiences for franchisor and franchisee partners, conducting discovery sessions and guiding partners to maximize platform potential
Develop deep technical expertise in our product suite, translating complex capabilities into tangible business value
Proactively resolve product and business challenges through advanced troubleshooting and cross-functional collaboration
Collaborate with product, engineering, and sales teams to develop innovative customer success methodologies
Assist in designing and delivering training materials that empower customers to unlock full platform potential
Serve as the primary point of contact for a portfolio of strategic accounts, acting as a trusted advisor
Generate actionable insights from customer interactions to drive product development and strategic initiatives
Responsible for monitoring and identifying pockets of opportunity within a brand you’re working with, with a heavy focus on product feature utilization
Build strong, long-term relationships with partners within a franchisee book of business ranging from top, medium and lower tier accounts
Drive adoption of new product features and retention of pre-existing products among your studio partners
Engage with key studio partners during a monthly check-in via phone and in-person meetings (some you’ll interact with every day!)
Retain our partners by providing best-in-class support & relationship management
Contribute towards brand specific projects across the partner bases
Assist with resolving issues and complete ad-hoc projects