Onboarding Manager

ABOUT PLAYGROUND Playground is working to make excellent child care accessible to all. Playground has built best-in-class software to manage all aspects of running a child care business. We believe that providers should focus on providing incredible child care — the kind of work that only people can do — and that software should manage the rest. We’re building the child care management platform that eliminates the administrative work of running a center. Playground is at an inflection point and poised for rapid growth. We recently raised millions of dollars, secured several statewide contracts, and are working with thousands of schools across the country. Our founders were recently honored as Forbes 30 Under 30. We are a team of owners, unafraid to dive into large, complex projects. If you’re excited about solving high-impact problems across a growing startup and want to work closely with company leadership to build operational excellence from the inside out, we want to hear from you! About the Role As an Onboarding Manager, you’ll be the first point of contact for new customers and play a pivotal role in setting them up for long-term success. You’ll work closely with newly signed childcare centers, guiding them through their first interactions with Playground’s platform and ensuring a smooth, thoughtful transition from sale to sustained usage. You’ll design and deliver a seamless onboarding journey that drives adoption, engagement, and retention. This role is ideal for someone who thrives on customer interaction, has a knack for simplifying complex systems, and loves building repeatable processes that scale. This is an in-person role based in our Denver or NYC office, where you’ll collaborate with product managers, engineers, and fellow CX team members to continuously improve the onboarding experience. What You’ll Do: - Lead Customer Onboarding: Serve as the main point of contact for new clients, managing onboarding from kickoff through go-live. - Train & Educate: Deliver live and virtual training sessions tailored to each customer’s specific use case, ensuring they’re confident using our platform. - Develop Resources: Create documentation, playbooks, and self-serve materials to empower customers and reduce onboarding time. - Build Repeatable Systems: Help design and improve onboarding processes, making them scalable and efficient as our customer base grows. - Collaborate Cross-Functionally: Work with Product, Engineering, and Support to deliver timely solutions and feedback loops during onboarding. - Measure Success: Track KPIs such as time to launch, feature adoption, and customer satisfaction, and implement improvements based on insights. - Drive Engagement: Identify ways to increase early product adoption and encourage full feature utilization. What You Need: - 2+ years of experience in onboarding, customer success, implementation, or project management at a SaaS company - Strong communication skills, both verbal and written — you’re clear, empathetic, and able to explain complex ideas simply - Proven ability to manage multiple onboarding projects simultaneously and keep things moving - Comfort presenting to clients in both 1:1 and group settings - Highly organized and detail-oriented, with a proactive mindset - Experience working in a startup or fast-paced environment - Familiarity with customer success and onboarding tools (CRM, project management software) Nice-to-Haves: - Experience onboarding mid-market clients - Knowledge of early childhood education or childcare management software - Background in education or working with schools or non-profits - Experience building onboarding processes at an early-stage company Compensation: Salary for this position is $100,000, subject to standard withholdings and applicable taxes. Actual compensation will depend on experience, location, and interview performance. Why Join Playground: - Competitive salary + equity - 3 weeks of PTO - Health, vision, and dental benefits - $1,200/y