RoleTread's founding team has personally built and managed our most important customer relationships. As we scale, that's not sustainable - and this role exists to change it. As our Strategic Customer Success Manager, you'll step into those relationships and own them: understanding every commitment that's been made, executing on everything that follows, and becoming the person our customers turn to without feeling like they've lost anything in the transition.
This is a senior individual contributor role. You won't manage a team - you'll manage relationships that matter, and do it well enough that the founding team can step back entirely. That requires someone who earns trust fast, operates with founder-level accountability, and can drive the kind of deep platform adoption that changes how entire organizations work - even when there's resistance. If you're energized by high-stakes relationship work and want to own something that actually matters to the business, this role is for you.
Your Impact- Inherit and Own the Relationship: Step into customer relationships our founding team has personally built, earn the trust of executive contacts quickly, and make the transition feel seamless - not like a downgrade
- Execute on Every Commitment: Know what's been promised to every customer and make sure it gets delivered - coordinating internally and driving outcomes the customer expects without being asked twice
- Drive Platform Adoption at Scale: Navigate complex adoption challenges - turning customers into internal champions who push adoption through their own organization, despite resistance
- Be the Escalation Point: When something goes wrong with a customer, you're the first call - you own the resolution, communicate clearly under pressure, and come out the other side with the relationship stronger
- Run Rigorous QBRs: Conduct quarterly business reviews with clear agendas, documented outcomes, and follow-through that customers actually look forward to
- Travel and Show Up: Get on-site with customers regularly - understanding their operations firsthand, building relationships at every level of the org, and doing the work that can only happen in person
- Identify and Unlock Growth: Spot expansion opportunities, build the business case, and execute the plan yourself - retention and revenue are both yours to own. Leverage customer data, usage analytics, and operational reporting to uncover risks, identify growth opportunities, strengthen adoption, and help customers achieve measurable business outcomes.
- Build Customer Advocates: Turn your strongest relationships into references, case studies, and champions - customers who tell the story of Tread better than we can
- Own The Metrics: Track and drive customer NPS, health scores, churn rate, and gross and net revenue retention - these numbers are yours, and you're accountable for moving them
- Shape the Playbook: As the first dedicated owner of this motion, you'll build the account strategies and relationship frameworks that define how Tread grows with its most strategic customers
What Success Looks LikeFirst 90 Days- Complete a relationship and commitment audit across your full portfolio
- Establish direct executive-level relationships at every account
- Develop a tailored success plan for each customer
- Partner with product and internal teams to surface and resolve top friction points
First Two Quarters- 100% portfolio retention
- QBRs completed with documented outcomes at every account
- At least one expansion opportunity identified and in-motion
- One customer reference or advocacy milestone secured
What You'll Bring- 7+ years in strategic account management, enterprise customer success, or client-facing consulting - with a track record of owning complex accounts independently, not as part of a team
- Experience inheriting executive-level relationships and earning trust quickly - before you've had time to build it from scratch
- Proven ability to lead organizational change - you've gotten large companies to adopt new tools or workflows before, even against internal resistance
- Executive presence: you're as comfortable in a C-suite conversation as you are with an operator on the floor, and people feel that from the first meeting
- A bias toward doing - you identify what needs to happen and make it happen without waiting to be told
- Strong project management instincts: you can hold multiple high-stakes relationships and open commitments without dropping a single ball
- Experience in construction, logistics, or fleet management is a plus - but the ability to earn trust in a room of people who've never heard of you matters more
Why Tread- Full context, warm introductions, and a thoughtful handoff from the founding team who built these relationships
- Massive, underserved market with urgent operational pain that customers feel every single day
- Real product pull and measurable ROI that makes your conversations easier and your wins more meaningful
- High ownership - you're not inheriting a playbook, you're building one
- Fast growth and career acceleration in a small, high-caliber team
Compensation:$120,000-$150,000 base salary, plus equity. Compensation will be determined based on experience, skill set, and alignment with the role.
