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 over $10M, 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 helping build Playground’s account management organization and joining a collaborative, high-growth startup, we want to hear from you!
About The Role
As an SMB Implementation Manager at Playground, you will play a pivotal role in ensuring our SMB clients achieve their desired outcomes through our platform. The ideal candidate will be responsible for ensuring a smooth and successful onboarding experience for our new Playground clients, guiding them through the initial setup, training, and implementation. This role requires excellent communication, project management skills, technical aptitude, and a passion for customer satisfaction. This is an in-person role based in our NYC office.
What You'll Do
Onboard and train new SMB clients, ensuring a smooth transition and integration.
Conduct training sessions and webinars to educate clients on how to use our software and its features to their fullest potential
Develop deep, multi-threaded relationships with clients to understand their needs and goals
Proactively identify opportunities for upselling and cross-selling to deepen usage of the Playground platform
Monitor customer health metrics and implement strategies for improving customer satisfaction and retention across your book of business.
Address and resolve clients' issues or concerns during the onboarding process.
Maintain accurate records of client interactions, support issues, and upsell opportunities in our CRM system
Lead regular updates and reports on customer success metrics to internal stakeholders to identify opportunities for growth.
Monitor and track onboarding metrics to assess the success of the onboarding process.
Collect client feedback and identify areas for improvement.
Report on onboarding progress and client satisfaction to management.
What You Need
Minimum 2+ years of experience in a customer success, account management, or related role within a SaaS company, specifically serving SMB clients.
Proven track record of managing customer relationships, anticipating customers’ needs to identify growth opportunities, and drive retention and growth.
Excellent verbal and written communication and interpersonal skills.
Strong problem-solving abilities and a proactive approach.
Proficiency with CRM software and customer success tools.
Adaptability and working independently as part of a team in a fast-paced startup environment.
Nice-to-Haves
Experience at a high-growth startup.
Experience with childcare management software.
Why Join Playground
Competitive salary and benefits package.
Collaborative and supportive work culture.
Help accelerate our mission to make excellent childcare accessible to all!
How to Apply: If you're a hustler who's eager to act as a mini CEO within our team, taking ownership of your work and driving forward our mission, we'd love to hear from you. Apply now to become a part of our journey to create more delightful child care experiences.
Seniority level
Not Applicable
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Software Development
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