Director, Technical Account Management

Playlist; New York (NY); On-site; USD 131,000 - 175,000; Full time

Job summary

Playlist is seeking a Director of Technical Account Management to lead our TAM team, drive enterprise customer value, and ensure successful on-site engagements with key Mindbody integrations and multi-location rollouts. The role blends strategic leadership with hands-on technical credibility to align customers, product, and engineering.

The incumbent will own renewals, expansions, and forecast accuracy, while building executive relationships and scalable processes.

Qualifications

• 8–12+ years of progressive leadership experience in enterprise SaaS roles.
• Experience managing managers in a technical customer-facing organization.
• Hands-on experience with the Mindbody platform and its data model, APIs, and integrations.
• Strong technical depth: APIs, data models, reporting, SQL, migrations, and engineering liaison.
• Experience overseeing technical customer support, implementation, or TAM functions.
• Proven track record of leading teams that manage large, strategic enterprise accounts.
• Experience driving revenue growth and retention, including renewals and expansions.
• Willingness to travel frequently for onsite meetings and events.
• Operational mindset with data-driven decision making and process optimization.

Responsibilities

• Lead and scale the TAM organization through managers and hiring.
• Define role expectations, KPIs, and career paths with strong coaching.
• Own revenue retention across the enterprise portfolio—renewals and expansions.
• Build executive relationships through onsite reviews and strategic planning.
• Represent the customer technically, guiding integration architecture and migrations.
• Establish processes, tooling, and reporting to scale the function.
• Partner with Product & Engineering to reflect customer needs in the roadmap.
• Anticipate risk and pro-actively address at‑risk accounts and gaps in support.
• Operate with agility, reprioritize as needed, and engage on high-stakes accounts.

Skills

Leadership

Enterprise SaaS

APIs

Data modeling

SQL

Customer success

Tools

Mindbody API

SQL

Job description

About the Company: 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.

The Role You Play

The Director of Technical Account Management leads the team responsible for technical client relationships, product adoption, and long-term customer value across our enterprise portfolio. This leader drives retention and growth of our largest customers while building operational excellence across the Technical Account Management (TAM) function. This is a hands-on, high-impact leadership role that requires significant in-person presence with customers. You will spend a meaningful share of your time with key accounts - building executive relationships, leading onsite business reviews, and running strategic planning sessions - and you will be technical enough to earn credibility in the room, whether the conversation is about an API integration, a data migration, or a complex multi-location rollout on Mindbody. The ideal candidate pairs deep technical fluency with a strategic, analytical mindset and a proven record of leading and scaling enterprise SaaS customer-facing teams. They are a dynamic people leader who inspires teams, moves quickly in a changing environment, and builds relationships customers genuinely rely on. Deep, hands-on experience with the Mindbody platform and the fitness and wellness industry sets a candidate apart.

What You'll Do

• Lead and scale the Technical Account Management organization through a layer of managers - hiring, developing, and holding a high bar for performance, accountability, and collaboration.
• Define and communicate clear role expectations, KPIs, and career paths, supported by robust coaching and leadership frameworks.
• Own revenue retention across the enterprise customer portfolio - renewals, expansions, and forecast accuracy - ensuring alignment with broader business objectives.
• Build executive-level relationships through frequent, high-touch engagement: onsite business reviews, strategic planning sessions, escalation leadership, and industry events.
• Serve as the senior technical voice for enterprise customers, guiding integration architecture, API and data strategy, migration planning, and complex configurations across Mindbody and the broader Playlist ecosystem.
• Establish the operational processes, tooling, and reporting that elevate the enterprise function and allow it to scale without growing headcount linearly.
• Partner closely with Product and Engineering to represent customer needs, influence the roadmap, drive product improvements, and ensure smooth integration support.
• Anticipate risk before it surfaces - get ahead of at-risk accounts, fragile customer configurations, and gaps in the support model rather than reacting to them.
• Operate with agility - reprioritizing as the business shifts, making decisions with incomplete information, and personally rolling up your sleeves on the highest-stakes accounts.

Experience You Bring

• 8–12+ years of progressive leadership experience in client-facing, revenue-driving roles within enterprise SaaS - customer success, technical account management, solutions, or sales.
• Experience managing managers, not only individual contributors, in a technical customer-facing organization.
• Deep, hands-on experience with the Mindbody platform and its data model, APIs, integrations, and how enterprise fitness and wellness operators actually run their businesses on it.
• Strong technical depth: fluency with APIs and webhooks, data models and reporting, SQL, integration and migration patterns, and the ability to translate between customer requirements and engineering realities.
• Experience overseeing technical customer support, implementation, or technical account management functions.
• Demonstrated success leading and developing teams that manage large, strategic enterprise accounts with measurable impact.
• Track record of driving revenue growth and retention, including ownership of renewals, expansions, and forecast accuracy.
• Willingness and ability to travel frequently for onsite customer meetings, strategic reviews, and industry events.
• Strong operational mindset - structured problem-solving, data-driven decision-making, and process optimization.
• Ability to influence senior executives and navigate complex customer organizations, driving alignment and long-term partnerships.
• A proactive, high-ownership operator: you set the pace, close the loop, and bring relentless energy to the work.
• Industry knowledge of, or genuine passion for, fitness, wellness, and the boutique studio ecosystem.

It is the Company's intent to pay all Team Members competitive wages and salaries that are motivational, fair and equitable. The goal of the Company's compensation program is to be transparent, attract potential employees, meet the needs of all current employees, and encourage Team Members to stay with our organization. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.

The base salary range for this position in the United States is $131,475.00 to $175,300.00.

The total compensation package for this position may also include a performance bonus, benefits and/or other applicable incentive compensation plans.

Have we piqued your curiosity?

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.

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.