About the Role

We're hiring a founding member of our SMB Customer Success team to help design and scale a product-led customer success motion.

You'll manage a large portfolio (~400 SMB customers). Success here means using data, signals, and systems to deliver famously friendly experiences at scale.

We're looking for business athletes: people who can toggle between strategy and execution, spot patterns across hundreds of accounts, and build repeatable plays that drive retention and expansion.

You'll play a critical role in defining:

• How we prioritize customers using product and behavioral signals
• How we intervene at the right moments (not all moments)
• How we scale impact without scaling headcount linearly

This is an in-person role based in our Denver office. You'll work alongside a collaborative team that's committed to delivering value and making an impact across the child care industry.

What You'll Do:

• Reduce Churn & Boost Activation: Proactively implement strategies to minimize churn while driving increased activation and engagement across customer accounts.
• Prioritize What Matters: Strong judgment is key, we're looking for someone who can spot and act where their time will make the biggest difference.
• 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.
• Seize the Opportunity: Playground is a place where doers thrive. If you see a problem, solve it. If you see an opportunity, run with it!

What You Need:

• Minimum 2+ years of experience in a customer success, account management, or related role within a SaaS company, specifically serving SMB clients.
• Proven track record of managing book of business
• Experience in retention conversations and management
• 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

Compensation:

Salary for this position is $105,000 - 135,000 OTE subject to standard withholding and applicable taxes. Job level and actual compensation will be decided on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified.

Why Join Playground:

• 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

How to Apply: If you're a hustler who's excited to join a mission-driven, early-stage company with ownership, craftsmanship, and empathy at the center of what we do, apply now. The Playground Team is fully in-office in Lodo, Denver or Union Square, NYC. Please make sure you are open to a fully in-person role before applying.

Check out: https://www.tryplayground.com/about to learn more about our journey and co-founders Dan, Josh, and Sasha.