Client Engagement Specialist

Summary

Mindbody, part of Playlist, provides technology that helps wellness businesses thrive and creates exceptional customer experiences. The Client Engagement Specialist will lead strategic retention efforts for high-value SaaS accounts at risk of cancellation, partnering cross-functionally to deliver personalized solutions. The role also manages customer re-engagement, uses Salesforce data to improve retention strategy, and achieves retention goals.

Responsibilities

• Lead strategic retention conversations to save high-value accounts at risk of cancellation
• Collaborate with Onboarding, CX, Implementation, and Sales to deliver personalized solutions that stick
• Own the full lifecycle of customer re-engagement, from discovery to resolution and follow-through
• Translate product and industry knowledge into high-impact recommendations that reinforce value
• Manage interactions and outcomes in Salesforce, using data to spot trends and improve strategy
• Hit (and exceed) retention goals while staying calm, focused, and customer-centered under pressure

Skills

• The Client Engagement Specialist is a SaaS sales expert with proven experience partnering with small businesses
• This individual will work cross functionally with stakeholders across Sales, Onboarding, and CX to find the best solutions to retain these customers at Mindbody
• 1–3 years in a SaaS sales, retention or account management role with a proven track record of success
• Strong communicator and problem solver who can adapt fast and navigate tough conversations
• Confident discussing technical concepts like APIs or integrations with clarity
• Naturally data-driven, with solid forecasting and decision-making skills
• Skilled in cross-functional teamwork and keeping things moving without losing momentum
• Passion for fitness and wellness, or experience in the space, is a plus

Qualifications

Must Haves

• The Client Engagement Specialist is a SaaS sales expert with proven experience partnering with small businesses
• This individual will work cross functionally with stakeholders across Sales, Onboarding, and CX to find the best solutions to retain these customers at Mindbody
• 1–3 years in a SaaS sales, retention or account management role with a proven track record of success
• Strong communicator and problem solver who can adapt fast and navigate tough conversations
• Confident discussing technical concepts like APIs or integrations with clarity
• Naturally data-driven, with solid forecasting and decision-making skills
• Skilled in cross-functional teamwork and keeping things moving without losing momentum

Nice to Haves

• Passion for fitness and wellness, or experience in the space, is a plus

Benefits

• Performance bonus
• Stock
• Benefits
• Other applicable incentive compensation plans