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.