Account Success Manager

The Role You’ll Play:

You’ll join the team driving success and long-term growth for our SMB partners—helping them unlock more value from their ClassPass partnership while reducing churn. As an SMB Account Success Manager, you’ll lead strategic conversations, identify upsell opportunities, and act as a trusted advisor for partners at key moments in their journey. Your mix of business acumen, empathy, and tech-savvy thinking will keep partners engaged, informed, and growing.

• Guide ClassPass partners through strategic reviews, uncovering new opportunities with curiosity-driven conversations and performance insights
• Create and negotiate partnership terms to drive retention, product adoption, and revenue growth
• Deliver consultative support and education that helps partners make the most of SmartTools and other platform features
• Proactively manage your pipeline with outreach across phone, email, and CRM tools to engage at the right moments
• Serve as an expert on ClassPass offerings and verticals, helping partners align their strategy for long-term success
• Build rapport quickly, especially with partners at risk of churning, and reframe the value story to help them thrive
• Share learnings, roadblocks, and wins with your manager to continuously refine team strategies
• Consistently meet or exceed monthly retention, product, and upsell goals

Experience You Bring:

• 2+ years in account management, sales, or customer support, ideally in a consultative or fast-paced setting
• A strategic mindset with strong negotiation and problem-solving skills
• Comfortable leading conversations with decision-makers and navigating objections with empathy and insight
• Confidence using phone, email, and social tools to connect with partners daily
• Ability to analyze partner performance and translate it into meaningful, actionable insights
• Strong verbal and written communication skills, with an ability to adapt tone and messaging
• Comfortable managing multiple priorities at once with attention to detail and follow-through
• Familiarity with Salesforce, Mindbody, Microsoft Office Suite, or Tableau is a plus