Customer Success Manager

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).

Responsibilities

• 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!

Requirements

• 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.

Qualifications

• Nice-to-Haves: Experience at a high-growth startup, experience with childcare management software, experience in early childcare.

Skills

• Customer Success
• Account Management
• SMB Client Management
• Retention Strategies
• CRM Software Proficiency
• Problem-Solving Abilities

Benefits

• 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

Pay

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.

Schedule

This is an in-person role based in our Denver office.