Strategic Customer Success Manager

Responsibilities

• 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
• 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 Like
• First 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

Requirements

• 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

Benefits

Additional Information

Company Tread is the AI-native operating system for the $660B construction materials logistics market: the aggregate, asphalt, and concrete behind every road, bridge, and building in the country. Our customers run the gamut: enterprise producers and contractors that supply the world's largest infrastructure projects, alongside the family-owned hauling fleets that have moved the material this work depends on for generations. They're the operators who actually build the roads, bridges, and buildings around us. Most of the work still happens on paper tickets, phone calls, and disconnected scale houses. We're building the software they run on. We crossed $1Bn in monthly delivered load value on the platform in March 2026. We're at ~$XM ARR, and growing fast. Our enterprise customers reconcile real money, real freight, and real P&L against our data every day. Tread is the most important software they use. We're a Series A company backed by Mucker Capital. We're in growth mode. If you are fulfilled by ownership and a life-changing outcome, let's connect. Role Tread'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.

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