Customer Success Manager

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. We're looking for business athletes: people who can toggle between strategy and execution, spot patterns across hundreds of accounts, and build repeatable plays that drive retention and expansion. You'll play a critical role in defining: How we prioritize customers using product and behavioral signals How we intervene at the right moments (not all moments) How we scale impact without scaling headcount linearly This is an in-person role based in our Denver office. You'll work alongside a collaborative team that's committed to delivering value and making an impact across the child care industry.

Responsibilities

• Reduce Churn & Boost Activation: Proactively implement strategies to minimize churn while driving increased activation and engagement across customer accounts.
• Prioritize What Matters: Strong judgment is key, we're looking for someone who can spot and act where their time will make the biggest difference.
• Monitor & Optimize: Track customer health metrics, proactively address risks, and implement strategies to boost satisfaction and retention across your portfolio.
• 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: Playground is a place where doers thrive. If you see a problem, solve it. If you see an opportunity, run with it!
• 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 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 working independently as part of a team in a fast-paced startup

Requirements

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

Benefits

Additional Information

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. Playground is at an inflection point - and poised to grow extremely fast. We recently raised millions of dollars, have several statewide contracts, and are working with thousands of schools across the country. Additionally, our founders were recently honored as Forbes 30 under 30. We are a team of owners, who are not afraid to dive into large, complex projects. If you are excited by the prospect of helping build Playground's account management organization and joining a collaborative, high-growth startup - please apply!

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