Director of Onboarding
Playground, New York, NY, United States
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.
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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.
#J-18808-Ljbffr