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PlaygroundPlaygroundNew York, NY

Onboarding Manager

Lead end-to-end onboarding for new childcare SaaS customers, delivering training, building scalable processes, and driving adoption and retention. Requires 2+ years SaaS onboarding or customer success experience.

100k – 100k
On-site2+ YOECustomer Success

About the role

What You’ll Do

  • 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.

What You Need

  • 2+ years of experience in onboarding, customer success, implementation, or project management at a SaaS company
  • Strong communication skills, both verbal and written — 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

Compensation

  • Salary: $100,000
  • Competitive salary + equity
  • 3 weeks of PTO
  • Health, vision, and dental benefits
  • $1,200/year education stipend
  • Free lunch daily
  • High-autonomy, high-ownership team culture

Skills

Customer SuccessOnboardingImplementationProject ManagementCRMSaaSTrainingDocumentationKPI TrackingCross-Functional Collaboration

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