Solutions Implementation Specialist

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.

About Kite

Kite is a franchise management platform built for multi-location brands. We help franchisors and franchisees manage operations, payments, marketing, customer engagement, analytics, and business performance in one place, giving them more time to focus on their businesses and customers.

The Role You'll Play

Help customers turn business needs into practical solutions with Kite. As a Solutions Implementation Specialist, you'll become a trusted product expert, connecting Product, Customer Success, Implementation, and Engineering to support customers from their first demo through launch and beyond. This role focuses less on writing code and more on understanding how the platform works, configuring it thoughtfully, and helping people get the most from it.

• Configure customer environments, workflows, settings, permissions, and products to support each implementation
• Partner with Implementation and Customer Success to onboard customers, validate configurations, and prepare them for a successful launch
• Build and maintain demo environments with realistic customer scenarios, keeping them current as features evolve and supporting demonstrations with product expertise
• Develop deep knowledge of Kite and franchise operations, then share that expertise through internal training, implementation guides, and documentation
• Guide customers through configuration questions and best practices, helping them strengthen adoption and get more value from Kite throughout their customer journey
• Collaborate with Product, Engineering, Operations, and Customer Success to investigate issues, identify root causes, and recommend practical solutions
• Translate customer feedback into actionable product recommendations and test new functionality before release
• Improve implementation processes and documentation to make onboarding clearer and more effective

Experience You Bring

• 2+ years of experience in software implementation, customer success, solutions consulting, product support, or a similar SaaS role
• Learn complex software with curiosity and connect platform capabilities to customer needs
• Apply analytical thinking and problem-solving skills to investigate issues and recommend solutions
• Communicate clearly with customers and internal teams, making complex concepts easy to understand
• Collaborate across teams to support customers and resolve challenges
• Manage multiple projects with strong organization and attention to detail

Pay transparency

It is Playlist's intent to pay all Team Members competitive wages and salaries that are motivational, fair and equitable. The goal of our compensation program is to be transparent, attract potential employees, meet the needs of all current employees, and encourage Team Members to stay with our organization.

Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.

The base salary range for this position in the United States is $57,000 to $70,000. The total compensation package for this position may also include performance bonus, stock, benefits and/or other applicable incentive compensation plans.

Have we piqued your curiosity?

Sound like the role for you? We’d love to hear from you! Even if you’re not 100% sure about potential fit, we still encourage you to apply. We’re looking for the right person, not the perfect series of checkboxes.

The Company is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

By entering your email and phone number and submitting your application, you consent to receive emails, calls and SMS about your application and other roles at The Company, including by auto-dialer. Message and data rates may apply. Opt-out or text STOP to cancel at any time. If you are a California resident or reside outside the United States then by submitting your application you confirm that you have read, understood, agree and - where applicable - grant your prior, free, informed and express consent for the processing of your personal information, including sensitive personal information, as described in our California Applicant Privacy Notice or International Applicant Privacy Notice (as applicable).

Note: This description outlines key responsibilities but isn’t intended to cover every task or duty. Additional responsibilities may be assigned as needed to support the team and business goals.