Manager of Onboarding at Playground

Denver, Colorado, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Child Care, EdTech, SaaSIndustries

Requirements

4+ years in customer onboarding, implementation, or customer success at a SaaS company, with 1–2 years in a leadership or people management role
A proven track record of building or scaling onboarding programs and processes
Excellent communication and coaching skills — you know how to inspire and develop others
Strong operational and analytical mindset with the ability to manage multiple priorities
Experience working cross-functionally in a fast-paced, startup environment
High attention to detail and comfort driving both strategic and tactical initiatives

Responsibilities

Lead & Develop a High-Performing Team: Manage, mentor, and grow a team of Onboarding Managers, fostering a culture of accountability, empathy, and continuous improvement
Set the Strategy: Define and execute the onboarding vision and roadmap, aligning with company goals around customer activation, adoption, and retention
Optimize the Process: Build and refine onboarding workflows to improve efficiency, consistency, and customer satisfaction as Playground scales
Coach & Empower: Provide regular feedback, training, and performance management to ensure every Onboarding Manager delivers an exceptional customer experience
Collaborate Cross-Functionally: Partner with Product, Engineering, Sales, and CX leadership to identify friction points and drive end-to-end improvements in the customer journey
Measure Success: Own key onboarding KPIs — time to launch, customer satisfaction, feature adoption — and use data to inform decisions and improvements
Champion the Customer: Advocate for customer needs and ensure every new center’s onboarding experience reflects Playground’s values and mission

Skills

Key technologies and capabilities for this role

Team LeadershipOnboarding StrategyCustomer SuccessProcess OptimizationCross-Functional CollaborationScalable SystemsCoachingCustomer Journey

Questions & Answers

Common questions about this position

Is this role remote or onsite?

This is an in-person role based in the NYC office.

What is the salary for the Manager of Onboarding position?

This information is not specified in the job description.

What are the key responsibilities of this role?

The role involves leading and developing a team of Onboarding Managers, setting the onboarding strategy, optimizing processes, coaching team members, collaborating cross-functionally, measuring KPIs, and championing the customer.

What is the company culture like at Playground?

The team consists of owners who dive into big, complex problems and love building solutions that matter, fostering a culture of accountability, empathy, and continuous improvement in a fast-moving, mission-driven startup.

What makes a strong candidate for this position?

Strong candidates are excited to shape the onboarding experience at a fast-moving startup, with leadership skills to manage and grow a team, strategic vision for onboarding, and a hands-on approach to coaching, process optimization, and cross-functional collaboration.

Playground

Platform for hosting and sharing virtual events

About Playground

PlaygroundApp.com provides a platform for creators and cultural makers to host and share virtual events and experiences, ranging from operas to raves. The platform connects people globally, allowing users to discover and participate in cultural events from anywhere. It serves artists, musicians, and cultural enthusiasts, helping them reach wider audiences and monetize their events. PlaygroundApp operates in the growing virtual events market, offering a curated selection of experiences that cater to diverse interests. The company generates revenue through ticket sales, subscription fees, and partnerships, supporting both free and paid events to engage a broad user base.

New York City, New YorkHeadquarters

2019Year Founded

$3.3MTotal Funding

SEEDCompany Stage

VR & AR, EntertainmentIndustries

11-50Employees

Risks

Emerging competition from platforms like Saakuru Labs could divert attention from Playground.

User adoption may be challenging if Playground doesn't differentiate from existing platforms.

A shift back to in-person events could reduce demand for virtual experiences.

Differentiation

Playground offers a unique blend of virtual and cultural arts events.

The platform connects global audiences through shared cultural experiences.

Playground supports both free and paid events, catering to diverse user preferences.

Upsides

Increased demand for hybrid events expands Playground's audience reach.

AI-driven content curation can enhance user engagement on Playground.

5G technology improves Playground's livestream quality and interactive features.

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