Mid Market Customer Success Manager

About the Company

Playground is working to make excellent child care accessible to all. Playground has built best in class software to manage all aspects of running a child care business, eliminating the administrative work of running a center.

Responsibilities

• Build deep, multi-threaded connections with mid-market clients to understand needs and goals
• Proactively implement strategies to minimize churn and drive increased activation
• Design repeatable playbooks, intervention frameworks, and customer journey touchpoints
• Partner with the Product team to provide customer feedback and champion enhancements
• Use data and product signals to identify and mitigate risks before they become churn conversations

Requirements

• 2+ years of experience in customer success or account management within a SaaS company
• Experience serving mid-market or enterprise clients
• Proven track record of managing a book of business and owning customer retention
• Experience in contract renewals and retention conversations
• Experience building or improving CS processes, playbooks, or systems
• Proficiency with CRM software and customer success tools
• Strong problem-solving abilities and proactive approach

Preferred Qualifications

• Experience at a high-growth startup
• Experience with childcare management software
• Experience in early childcare

Benefits

• Competitive salary + equity
• 3 weeks of PTO
• Health, vision, and dental benefits
• $1,200/year education stipend
• Free lunch daily