# Onboarding Manager

**Company:** [Playground](https://hotfix.jobs/companies/playground)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $100k – $100k/yr
**Experience:** 2+ years
**Skills:** Customer Success, Onboarding, Implementation, Project Management, CRM, SaaS, Training, Documentation, KPI Tracking, Cross-Functional Collaboration
**Posted:** 2025-11-07

> 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.

## Job Description

## 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

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**Apply:** https://hotfix.jobs/jobs/fb611660-52af-4ebe-b70d-2b086bda3b19
**Canonical:** https://hotfix.jobs/jobs/fb611660-52af-4ebe-b70d-2b086bda3b19