Senior Manager, Customer Success & Onboarding

At Wizards of the Coast, we connect people around the world through play and imagination. From our genre-defining games like Magic: The Gathering and Dungeons & Dragons to our growing multiverse, we continue to innovate and build new ways to foster friendship and connection. That’s where you come in!

The Wizards Play Network (WPN) is essential to our mission—supporting retailers, growing vibrant communities, and ensuring extraordinary player experiences.

We are seeking a Senior Manager, Customer Success & Onboarding to build and lead a new customer-centric function within the WPN. In this role, you'll create and manage a premium "white-glove" onboarding and customer success program designed specifically to deepen our relationships with retailers and play program partners. You’ll empower retailers to succeed, expand community engagement, and drive mutual growth through dedicated support and tailored business insights.

What You'll Do:

• Develop and launch a VIP-style onboarding and customer success function, enabling a personalized and strategic approach to retailer engagement.
• Lead the strategy and execution of how Wizards first engages with new retailers and play partners, ensuring an outstanding first impression and consistent ongoing support.
• Establish critical performance metrics to find opportunities, track retailer progress, and measure the effectiveness of customer success initiatives.
• Collaborate cross-functionally with Sales, Marketing, Digital Product, Operations & Global teams to create seamless and positive onboarding experiences.
• Monitor customer feedback closely, using insights to continuously enhance retailer experiences, drive program adoption, and encourage deeper retailer-player engagement.
• Implement initiatives that proactively address customer needs, streamline processes, and elevate overall customer satisfaction.
• Serve as a passionate advocate for retailers and play partners, ensuring their voices inform WPN strategy and program development.
  
  

What You'll Bring:

• 8+ years of experience in customer success, onboarding, partner management, or account management roles within a B2B or retail environment.
• Proven expertise designing and delivering premium, personalized customer or partner experiences that drive measurable growth and customer loyalty.
• Strong strategic vision and execution skills, capable of launching and optimizing new customer-focused functions from the ground up.
• Exceptional interpersonal skills—a genuine enthusiasm for engaging with customers, understanding their businesses, and advocating for their success.
• Analytical approach with a clear ability to use metrics and insights to inform strategic decision-making.
• Cross-functional collaboration experience, with strong ability to build alignment and partnerships across diverse teams.
  
  

Nice to Have:

• Experience in the gaming industry or with consumer products.
• Familiarity with CRM systems and customer success tools.
• A passion for games and connecting people through play.
  
  

We are an Equal Opportunity / Affirmative Action Employer

Hasbro is committed to equality of opportunity in all aspects of employment. We are committed to making all employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, or any other legally protected status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. If you have a disability and require assistance in this application process and need to request an accommodation, please contact your recruiter or coordinator.

The base salary range for this position is $121,900.00 to $182,900.00. The hiring range will vary based on factors such as experience, skills, location and market conditions. Additionally, employees may be eligible for annual and long-term incentives as part of their overall compensation package.

Our Comprehensive Benefits Package Includes:

• Health & Wellness: Medical, Dental, and Vision Insurance
• Time Off to Recharge: Paid Vacation & Holidays
• Financial Well-being: Generous 401(k) Match
• Life & Family Support: Paid Parental Leave
• Giving Back: Volunteer & Employee Giving Programs
• Level Up Your Skills: Tuition Reimbursement
• Exclusive Perks: Product Discounts & More!