Customer Implementation Manager

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.

The Role You'll Play

As a Customer Implementation Manager, you'll guide new Mindbody customers through a smooth and strategic onboarding experience. You'll act as a project lead, technical consultant, and trusted advisor, setting clients up for long-term success by designing workflows that match their goals and configuring their software for real-world results.

• Configure and tailor Mindbody software to align with each customer's unique business model, goals, and workflows
• Lead project-managed onboarding journeys, from initial access and data conversion to training and product activation
• Serve as a key point of contact during implementation, answering technical questions with clarity and care
• Provide strategic recommendations that maximize feature adoption and drive long-term value from the platform
• Support one-time projects or Premium Onboarding engagements with a consultative, customer-first approach
• Deliver training sessions for small groups or 1:1 settings, helping customers navigate the platform with confidence
• Track time, progress, and outcomes accurately in PSA tools to ensure project scope and efficiency
• Coordinate with cross-functional teams and stakeholders to keep implementations on track and aligned

Experience You Bring

• 3+ years in customer-facing roles like technical support, implementation, or service delivery
• Fluent in English with excellent written and verbal communication skills
• Skilled in building strong, professional relationships with customers and internal teams alike
• Confident managing escalations and communicating with all levels, from end users to executive stakeholders
• Strong organizational and time management skills, with the ability to prioritize and meet deadlines
• Experience delivering training and change management support in client-facing settings
• General fluency with web/mobile technologies, Microsoft Office tools, and CRM or PSA systems

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.

Playlist 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.