Director, Technical Account Management

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. We are considering candidates who reside on the East Coast as there will be travel to the NYC Metropolitan area, 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. <span data-ccp-props="{"201341983":0,"335559739":100,"335559740":276,"335572071":0,"335572072":0,"335572073":4278190080,"335572075":0,"335572076":0,"335572077":4278190080,"335572079":0,"335572080":0,"335572081":4278190080,"335572083":0,"335572084":0,"335572085":4278190080,"335572087":0,"335572088":0,"335572089":4278190080,"469789798":"nil","469789802":"ni