About Playground

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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.

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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.

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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!

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About The Role

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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.

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What You'll Do

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• Lead Software Onboarding Sessions: Onboard and train new SMB clients, ensuring a smooth transition and integration
• Educate our Clients: Conduct training sessions and webinars to educate clients on how to use our software and its features to their fullest potential
• Build Relationships: Develop deep, multi-threaded relationships with clients to understand their needs and goals
• Upsell and Cross-Sell: Proactively identify opportunities for upselling and cross-selling to deepen usage of the Playground platform
• Leverage Data: Monitor customer health metrics and implement strategies for improving customer satisfaction and retention across your book of business & the onboarding process
• Work Proactively: Address and resolve clients' issues or concerns during the onboarding process
• Be Fluent in CRM: Maintain accurate records of client interactions, support issues, and upsell opportunities in our CRM system
• Drive Growth: Lead regular updates and reports on customer success metrics to internal stakeholders to identify opportunities for growth
• Implement Feedback: Collect client feedback and identify areas for improvement, report on onboarding progress and client satisfaction to management

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What You Need

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• 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
• We strongly prefer that you can work in-person at our NYC office located in Soho

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Nice-to-Haves

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• Experience at a high-growth startup
• Experience with childcare management software

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Compensation

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• The annual salary range for this position is $71,000 - $103,000, subject to standard withholding and applicable taxes
• Job level and actual compensation will be decided on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified 

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Why Join Playground

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• Competitive salary + equity
• 3 weeks of PTO
• Health, vision, and dental benefits
• $1200/year education stipend
• Free lunch daily
• Collaborative and supportive work culture with a high level of autonomy and room for growth
• Help accelerate our mission to make excellent childcare accessible to all!

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How to Apply: If you're a hustler who's excited to join a mission-driven, early-stage company with ownership, craftsmanship, and empathy at the center of what we do, apply now. The Playground Team is fully in-office in Soho, NYC. Please make sure you are open to a fully in-person role before applying. 

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Check out: https://www.tryplayground.com/about to learn more about our journey and co-founders Dan, Josh, and Sasha.

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If you want to learn more about what life at Playground HQ is like, check out this post about one of our past recruiting happy hours + our Polaroid wall (our favorite office tradition)!