Mid-Market Account Manager

About the role

Mindbody is seeking an Account Manager to oversee a portfolio of mid-market wellness businesses. You will be responsible for the commercial and strategic outcomes of these accounts, focusing on retention, growth, and overall partnership health. This role involves leading executive-level relationships and ensuring measurable impact throughout the customer lifecycle.

Key facts

What you'll do

• Manage the entire commercial relationship for an assigned portfolio of approximately 60-70 mid-market brands, driving both retention and revenue growth.
• Develop and implement strategic account plans to expand opportunities, optimize platform usage, and align customer goals with Mindbody's objectives.
• Lead multi-year renewal and upsell negotiations, securing long-term commitments and increasing platform adoption.
• Identify and close growth opportunities within the Mindbody suite, including new products, plan upgrades, and additional locations.
• Forecast retention and expansion performance to ensure accurate visibility into revenue outcomes.
• Collaborate with internal teams like Finance, Pricing, Marketing, and Product to create growth strategies and deliver scalable value.
• Conduct Quarterly Business Reviews (QBRs) with executive stakeholders to review results, identify opportunities, and align on future initiatives.
• Take full ownership of retention outcomes, proactively identifying risks and developing save strategies before issues escalate.
• Monitor account health and engagement metrics to prioritize actions and mitigate churn risk early.
• Design and execute data-driven save plans aligned with brand value and customer goals.
• Work with internal teams (Implementation, ATAM, TAM, Product, and Support) to ensure a smooth customer experience across all lifecycle stages.
• Ensure all customers are fully onboarded, enabled, and realizing measurable value from Mindbody's platform.
• Partner closely with customer operations, marketing, and strategy leads to align product usage with their growth objectives.
• Capture and communicate customer feedback internally to influence future product development and improvements.
• Serve as the primary commercial owner, responsible for renewals, upsells, and expansion across the customer portfolio.
• Drive accurate forecasting and pipeline management, balancing both retention and revenue metrics.
• Lead commercial negotiations for renewals and uplifts, ensuring fair and mutually beneficial agreements.
• Maintain a deep understanding of customer contracts, usage patterns, and pricing models to maximize account performance.
• Partner with implementation teams to ensure successful onboarding for upsells or add-location expansions.
• Utilize offshore and onshore resources effectively to deliver scalable, consistent service across markets.
• Support continuous improvement of internal processes, account playbooks, and performance frameworks to ensure operational excellence.
• Champion best practices in retention, account planning, and customer engagement across the team.
• Contribute to the ongoing refinement of the Account Management playbook and scaling initiatives.
• Collaborate with leadership and enablement teams to shape product knowledge programs for Account Managers.
• Mentor peers and support the onboarding of new Account Managers to maintain quality and consistency in customer experience.

Requirements

• 2-3+ years of experience in account management, customer success, consulting, or strategic sales, with a proven track record of delivering retention and growth outcomes.
• Strong proficiency in French, both written and oral.
• Demonstrated success managing commercial relationships for complex accounts, preferably within SaaS or technology-enabled services.
• Proven ability to lead executive-level relationships and influence decision-making.
• Strong commercial understanding with comfort in contract negotiation and revenue forecasting.
• Experience collaborating cross-functionally.
• Data-driven mindset, comfortable using insights to guide retention and growth decisions.
• Excellent communication, presentation, and negotiation skills.
• Highly organized and detail-oriented, capable of managing a dynamic portfolio in a fast-paced environment.
• Comfortable operating in a scalable, hybrid model that includes offshore partnership support.

Skills & tools

• SaaS
• Account Management
• Customer Success
• Strategic Sales
• Contract Negotiation
• Revenue Forecasting
• Data Analysis

Practical notes

This role is based in Romania. Mindbody is an Equal Opportunity Employer and values diversity.