Manager, Mid-Market Account Management

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 5 Account Managers 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 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 5 Mid-Market Account Managers.

• 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 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.

What success looks like (first 90 days)

• Build a clear view of portfolio health and key churn/growth drivers across the teamʼs book.

• Establish consistent operating rhythm (team meetings, account reviews, forecasting) with strong accountability.

• Implement a coaching plan for each AM focused on improving core skills (renewals, objection handling, discovery, value articulation).

• Improve forecast quality and visibility into renewal risk and upside pipeline.

Key responsibilities

• Lead a team of 5 AMs, including hiring, onboarding, performance management, and career development.

• Drive renewal execution and risk management across the portfolio.

• Coach AMs on customer engagement strategies and commercial outcomes.

• Review and improve account plans, QBR quality, and multi-threading within accounts.

• Ensure consistent documentation and hygiene in CRM tools and internal workflows.

• Collaborate on segment initiatives and contribute to broader Mid-Market strategy.

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.

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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Note: This description outlines key responsibilities but isn’t intended to cover every task or duty. Additional responsibilities may be assigned as needed to support the team and business goals.