Job Description

Mid-Market Account Manager

Join Playground's rapidly growing Customer Experience team and make a significant impact as a Mid-Market Account Manager. In this strategic role, you'll be part of the Account Management team and serve as the primary contact for our largest and most influential customersleaders in the childcare industry.

You'll play a critical role in building strong relationships, driving adoption and growth of new features as they are released, and ensuring enterprise clients achieve their goals. This role requires exceptional problem-solving skills to balance customer wants and needs with the broader goals of the business, keeping stakeholders informed about product updates while driving product expansion across these new features. As a key contributor to a core part of Playground's business, you'll have the opportunity to shape long-term success and create meaningful value for both our customers and the company.

This is an in-person role based in our NYC office, where you'll collaborate with a dynamic team to drive innovation and growth.

What You'll Do:

• Build Strong Relationships: Develop deep, multi-threaded connections with enterprise clients to fully understand their needs, challenges, and goals.
• 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.
• Educate Clients: Deliver training sessions, webinars, and tailored resources to help customers make the most of Playground's features.
• 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.

What You Need:

• Minimum 2+ years of experience in a customer success, account management, or related role within a SaaS company, specifically serving Mid-Market 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 $135,000 - 150,000 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

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 or in LoDo, Denver. Please make sure you are open to a fully in-person role before applying.

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