Manager of Onboarding

About the Role We’re looking for a Manager of Customer Onboarding to lead and scale a team of Onboarding Managers responsible for ensuring every new customer’s successful transition onto our platform. This is a critical leadership role where you’ll drive the strategy, execution, and day‑to‑day performance of onboarding—creating a seamless experience that sets the foundation for long‑term customer success. As Manager, you’ll balance strategy and execution: refining scalable processes, developing your team, and partnering cross‑functionally to elevate the customer journey. You’ll play a key role in shaping how thousands of centers experience their first moments with Playground—ensuring each one feels supported, confident, and empowered to thrive. This is an in‑person role based in our Union Square, NYC or LoDo, Denver office, where you’ll collaborate closely with Product, Engineering, Sales, and Customer Success to deliver a best‑in‑class onboarding experience as we scale nationwide. What You’ll Do Lead & Develop a High‑Performing Team: Manage, mentor, and grow a team of Onboarding Managers, fostering a culture of accountability, empathy, and continuous improvement. Drive Strategy & Execution: Partner with leadership to execute the onboarding vision and roadmap, aligning with company goals around customer activation, adoption, and retention. Optimize the Process: Build and refine onboarding workflows to improve efficiency, consistency, and customer satisfaction as Playground scales. Coach & Empower: Provide regular feedback, training, and performance management to ensure every Onboarding Manager delivers an exceptional customer experience. Collaborate Cross‑Functionally: Partner with Product, Engineering, Sales, and CX leadership to identify friction points and drive end‑to‑end improvements in the customer journey. Measure Success: Track key onboarding KPIs—time to launch, customer satisfaction, feature adoption—and use data to inform decisions and improvements. Champion the Customer: Advocate for customer needs and ensure every new center’s onboarding experience reflects Playground’s values and mission. What You Need 3–5+ years of experience in customer onboarding, implementation, or success at a SaaS company, including 2+ years leading teams. Proven success supporting or scaling onboarding or implementation functions through periods of growth. Strategic thinker with a strong operational and analytical mindset. Excellent leadership, communication, and coaching skills—you know how to inspire, motivate, and grow others. Experience driving cross‑functional initiatives in fast‑paced or startup environments. Data‑driven decision maker with a bias toward action and continuous improvement. Nice‑to‑Haves Familiarity with early childhood education or child care management software. Background in education, non‑profits, or mission‑driven organizations. Previous experience helping build or refine an onboarding function. Compensation

OTE: $130,000 – $160,000.

Base salary + variable compensation, subject to standard withholdings and 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/year education stipend. 401(k). Free lunch daily. High‑autonomy, high‑ownership team culture. A meaningful mission with real‑world impact. How to Apply If you’re excited to join a mission‑driven, early‑stage company where craftsmanship, ownership, and empathy are core values, we want to hear from you. The Playground Team is fully in‑office in Union Square, NYC and LoDo, Denver offices. Please make sure you are open to a fully in‑person role before applying. #J-18808-Ljbffr SupportFinity™