Manager of Onboarding

Playground•New York, NY

6d•$130,000 - $160,000•Onsite

About The Position

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.

Requirements

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

Responsibilities

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.