Customer Success 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. About The Role We’re hiring a founding member of our SMB Customer Success team to help design and scale a product‑led customer success motion. You’ll manage a large portfolio (~400 SMB customers). Success here means using data, signals, and systems to deliver famously friendly experiences at scale. Key Responsibilities Define how we prioritize customers using product and behavioral signals. Determine the right moments to intervene, not all moments. Scale impact without scaling headcount linearly. What You’ll Do Reduce churn and boost activation: Proactively implement strategies to minimize churn while driving increased activation and engagement across accounts. Prioritize what matters: Use strong judgment to spot and act where your time will make the biggest difference. Monitor & optimize: Track customer health metrics, proactively address risks, and implement strategies to boost satisfaction and retention. Collaborate cross‑functionally: Partner with the Product team to provide customer feedback and champion innovative enhancements that deliver exceptional client value. Stay organized: Keep detailed records of client interactions, support requests, and upsell opportunities using our CRM system. Seize the opportunity: Identify problems, solve them, and run with opportunities. Qualifications 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 a book of business. Experience in retention conversations and management. 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 ability to work independently as part of a team in a fast‑paced startup. Nice‑to‑Haves Experience at a high‑growth startup. Experience with childcare management software. Experience in early childcare. Compensation Salary for this position is $105,000 – $135,000 OTE, subject to standard withholding and applicable taxes. Benefits Competitive salary + equity. 3 weeks PTO. Health, vision, and dental benefits. $1,200/year education stipend. Free lunch daily. Collaborative and supportive work culture with a high level of autonomy and room for growth. #J-18808-Ljbffr