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ClassPass (part of Playlist) is seeking a Manager of Technical Account Management to lead a team providing strategic account management and technical support to Mindbody customers. The role combines people leadership with customer-facing responsibility, overseeing a team that delivers onboarding, training, consulting, and technical services to drive product adoption and customer loyalty.
You will develop and evolve consultative programs that align with company goals, including resource optimization, global delivery expansion, and revenue growth while maintaining high customer satisfaction. Key responsibilities include guiding your team through training and development, designing customer-centered consultative practices, ensuring smooth cross-functional coordination, and monitoring customer adoption metrics. You'll engage proactively with customers to understand their business objectives, provide feedback loops to Sales and Product teams, and escalate and resolve complex customer issues.
The role requires managing team selection, promotion, compensation, and development in partnership with People & Culture. You'll be accountable for performance management, coaching direct reports to meet onboarding and KPI targets, and providing regular feedback and professional development support. You'll also monitor the voice of the customer, adjust service delivery to exceed expectations, and act as a bridge between customer needs and internal product development priorities.
This is a strategic leadership position requiring strong technical knowledge of B2B/B2C software, business application consulting experience, and demonstrated ability to scale global delivery operations. You'll work in a fast-paced environment, balancing team leadership with hands-on account management and cross-functional collaboration.
