Onboarding Manager

Playground•Denver, CO

52d•$85,000•Onsite

About The Position

As an Onboarding Manager, you’ll be the first point of contact for new customers and play a pivotal role in setting them up for long-term success. You’ll work closely with newly signed childcare centers, guiding them through their first interactions with Playground’s platform and ensuring a smooth, thoughtful transition from sale to sustained usage. You’ll design and deliver a seamless onboarding journey that drives adoption, engagement, and retention. This role is ideal for someone who thrives on customer interaction, has a knack for simplifying complex systems, and loves building repeatable processes that scale. This is an in-person role based in our Denver office, where you’ll collaborate with product managers, engineers, and fellow CX team members to continuously improve the onboarding experience.

Requirements

2+ years of experience in onboarding, customer success, implementation, or project management at a SaaS company
Strong communication skills, both verbal and written — you’re clear, empathetic, and able to explain complex ideas simply
Proven ability to manage multiple onboarding projects simultaneously and keep things moving
Comfort presenting to clients in both 1:1 and group settings
Highly organized and detail-oriented, with a proactive mindset
Experience working in a startup or fast-paced environment
Familiarity with customer success and onboarding tools (CRM, project management software)

Nice To Haves

Experience onboarding mid-market clients
Knowledge of early childhood education or childcare management software
Background in education or working with schools or non-profits
Experience building onboarding processes at an early-stage company

Responsibilities

Lead Customer Onboarding: Serve as the main point of contact for new clients, managing onboarding from kickoff through go-live.
Train & Educate: Deliver live and virtual training sessions tailored to each customer’s specific use case, ensuring they’re confident using our platform.
Develop Resources: Create documentation, playbooks, and self-serve materials to empower customers and reduce onboarding time.
Build Repeatable Systems: Help design and improve onboarding processes, making them scalable and efficient as our customer base grows.
Collaborate Cross-Functionally: Work with Product, Engineering, and Support to deliver timely solutions and feedback loops during onboarding.
Measure Success: Track KPIs such as time to launch, feature adoption, and customer satisfaction, and implement improvements based on insights.
Drive Engagement: Identify ways to increase early product adoption and encourage full feature utilization.