SMB Account Manager

About Playground

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. We believe that providers should focus on providing incredible child care — the kind of work that only people can do — and that software should manage the rest. We're building the child care management platform that eliminates the administrative work of running a center.

Playground is at an inflection point — and poised to grow extremely fast. We recently raised millions of dollars, have several statewide contracts, and are working with thousands of schools across the country. Additionally, our founders were recently honored as Forbes 30 under 30.

We are a team of owners, who are not afraid to dive into large, complex projects. If you are excited by the prospect of helping build Playground's account management organization and joining a collaborative, high-growth startup — please apply!

About the Role

As an SMB Account Manager, you’ll work closely with a portfolio of around 400 child care providers across the US, each operating from 1 to 4 locations. You’ll be their main point of contact, helping them get the most value from Playground by fostering strong relationships, promoting product adoption, and supporting their ongoing success.

You’ll share relevant product updates, growth opportunities like new features or add-ons and ensure customers feel supported and confident using Playground. This role blends strategic thinking with relationship management, and you'll play an important part in helping our customers thrive.

This is an in-person role based in our NYC 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.

• Upsell & Cross-Sell: Identify opportunities to expand platform usage through upselling and cross-selling, maximizing value for customers and driving revenue growth.

• 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

• Strong upsell abilities, to identify and execute growth and expansion strategies with current customers

• Must have carried a quota

• Experience in contract renewals

• 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 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 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.