Mid-Market Account Manager
About The Position
Join Playground's rapidly growing Customer Experience team and make a significant impact as an Mid-Market Account Manager. In this strategic role, you’ll be part of the Account Management team and serve as the primary contact for our largest and most influential customers—leaders in the childcare industry. You’ll play a critical role in building strong relationships, driving adoption and growth of new features as they are released, and ensuring enterprise clients achieve their goals. This role requires exceptional problem-solving skills to balance customer wants and needs with the broader goals of the business, keeping stakeholders informed about product updates while driving product expansion across these new features. As a key contributor to a core part of Playground’s business, you’ll have the opportunity to shape long-term success and create meaningful value for both our customers and the company. This is an in-person role based in our NYC office, where you’ll collaborate with a dynamic team to drive innovation and growth.
Requirements
- Minimum 2+ years of experience in a customer success, account management, or related role within a SaaS company, specifically serving Mid-Market o clients.
- Proven track record of managing book of business
- Strong upsell abilities, to identify and execute growth and expansion strategies with current customers
- Must have carried a quota
- Experience in contract renewals
- 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
Nice To Haves
- Experience at a high-growth startup
- Experience with childcare management software
- Experience in early childcare
Responsibilities
- Build Strong Relationships: Develop deep, multi-threaded connections with enterprise clients to fully understand their needs, challenges, and goals.
- Reduce Churn & Boost Activation: Proactively implement strategies to minimize churn while driving increased activation and engagement across customer accounts.
- Upsell & Cross-Sell: Identify opportunities to expand platform usage through upselling and cross-selling, maximizing value for customers and driving revenue growth.
- Educate Clients: Deliver training sessions, webinars, and tailored resources to help customers make the most of Playground’s features.
- 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.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
