The Challenge
Playlist owns the wellness tech stack (Mindbody, ClassPass) and needs to unify fragmented point solutions-messaging, AI chatbots, sales tools-into a single CRM that stops churn and drives retention. You'll architect this consolidation while mentoring a PM team.
Your Mission
Define unified CRM vision and roadmap; secure alignment from product, GTM, and platform teams on architecture and dependencies
Establish baseline metrics on current churn rates, customer LTV, and funnel leakage across the three point solutions to quantify the consolidation upside
Conduct deep customer research with 20+ wellness business owners to validate CRM positioning and identify top 3 retention pain points to address
Mentor and calibrate the 3-PM team on strategy; assign clear ownership for existing tool optimization while CRM squad ramps
Ship beta version of unified CRM with core automation + chatbot + pipeline features integrated; achieve 50+ early customer pilots
Reduce churn by 15-25% for pilot cohort through improved engagement and retention workflows powered by the unified platform
Co-develop GTM strategy with marketing/sales; define pricing model and packaging that positions CRM as premium, integrated solution
Scale PM team capability: deliver two major product launches from individual PMs; establish quarterly product strategy reviews and decision-making cadence
KPIs You'll Own
Customer Churn Rate
Monthly churn % for businesses using CRM vs. legacy point solutions; target 15-25% reduction by month 6.
CRM Adoption & NRR
% of target customer segments adopting unified CRM; net revenue retention across the consolidated product suite.
Feature Consolidation Completion
% of messaging, chatbot, and sales pipeline features successfully merged into single UX without regression.
Time-to-Value
Median days from onboarding to first customer retention win (e.g., automated re-engagement campaign deployed).
PM Team Velocity & Quality
Throughput of shipped features from 3-PM team; post-launch defect rates and customer satisfaction scores.
Tools & Stack
Your Team
Your Manager
Unknown (likely VP Product or Chief Product Officer)
Current Team
You lead a dedicated CRM squad + oversee 3 Senior Product Managers (team size ~8-12 total)
New squad formation for CRM consolidation; backfill or growth on existing PM team TBD
The Package
Salary
$180K-$240K base
Variable
Likely 15-20% annual bonus tied to product velocity and churn reduction KPIs
Equity
Equity package expected given role criticality; estimate 0.05-0.15% depending on company stage
Remote
On-site in primary US office location; relocation support likely
Benefits & Perks
Company Intelligence
Playlist owns the fitness and wellness operating system via Mindbody and ClassPass, powering thousands of studios and coaches. The platform tackles high churn in the wellness industry by building a "Motivation Engine"-tools that attract, convert, and retain members.
Customers
Thousands of fitness studios, wellness centers, and coaches using Mindbody; millions of end consumers
Culture
Innovation and curiosity-driven; bias toward shipping real-world solutions that foster meaningful, in-person connections.
Is This Role For You?
- You've shipped 0-to-1 and scaled products in B2B SaaS; you have 7+ years hands-on PM + 3+ years managing senior PMs
- You deeply understand customer retention, churn, and lifecycle marketing-you can diagnose leaky buckets and design systems to plug them
- You love both strategy and execution; you're comfortable mentoring a team while still getting your hands dirty on product design and GTM
- You're energized by consolidating fragmented tools into unified, frictionless experiences; architecture and integration problems excite you
- You thrive in fast-moving, mission-driven environments where innovation and customer obsession are the default
- You prefer hands-off, purely strategic leadership; this role requires you to roll up your sleeves and do product work alongside your team
- You haven't managed a PM team before or have limited experience scaling other product leaders
- You're burned out on B2B SaaS or churn/retention problems; the wellness industry may feel niche if you need broader exposure
Interview Process
Initial Screen
30-min recruiter call to validate PM background, leadership experience, and fit with product consolidation challenge.
PM Deep Dive
60-min interview with hiring manager (likely VP Product). Walk through a past 0-to-1 product launch and a time you've reduced churn; discuss your leadership philosophy.
Product Strategy Case
Async or live case study: given Mindbody's three point solutions (messaging, chatbot, sales tools) and churn data, outline a CRM consolidation strategy.
PM Team Leadership
60-min panel with 1-2 existing senior PMs or peers. Discuss how you'd mentor the team, delegate, and maintain excellence.
Exec Round
30-45 min with Chief Product Officer or Head of Growth to validate strategic vision and cross-functional collaboration ability.
Ready when you are
Interested in this role?
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