Technical Customer Success Manager, AI & Ops

Responsibilities

• Own the Hard Problems: Work the support queue on the most complex and escalated issues, and turn every hard case into reusable knowledge for the team.
• Be the Technical Resource on Accounts: Step into high-ARR or at-risk accounts when they need complex technical support or de-escalation - partner with CSMs to stabilize relationships and solve what the frontline can't.
• Raise the Escalation Bar: Define and enforce triage standards for what reaches Product and Engineering - and send incomplete escalations back with guidance until the standard sticks.
• Be the Bridge to Product & Engineering: Build a trusted, high-signal relationship with Product and Engineering - acting as the filter that keeps noise out, and ensuring what reaches them is scoped, prioritized, and grounded in real customer impact.
• Turn Noise into Signal: Convert messy customer feedback into structured, ARR-weighted product input that Product can actually act on.
• Enable the Team: Build the playbooks, decision trees, and documentation that help CS and Support work more independently.
• Build with AI: Deploy AI-assisted triage, bot flows, and automation to deflect repeat volume, accelerate resolution, and make the team more capable at scale.
• What Success Looks Like
• First 90 Days
• Fully embedded in the support queue and handling escalations independently.
• Escalation triage standards defined and being held by the team.
• First AI workflow or automation shipped.
• First Two Quarters
• Measurable reduction in escalations reaching Product and Engineering.
• Playbooks and decision trees built and in active use by the CS and Support teams.
• High-ARR accounts stabilized where you've been involved.

Requirements

• 3-5 years in technical support, technical customer success, or solutions engineering at a B2B SaaS company.
• Direct hands-on experience in a support queue - this is not a purely strategic role.
• Experience navigating technically complex or at-risk customer situations, including escalations and de-escalation.
• Experience building a productive working relationship with a Product or Engineering team - you understand what makes their time worth protecting.
• Experience helping define escalation processes and drive adoption of best practices across teams.
• Functional comfort with APIs, webhooks, JSON/CSV, and basic SQL - enough to investigate issues without Engineering.
• Experience using AI tools to improve support workflows, automate repetitive work, and drive team output.
• Sharp judgment: knows the difference between a bug, a workflow issue, a training gap, and a product gap.
• Comfortable working with data and supporting complex customer-facing reporting, analytics, and reconciliation requests.
• Experience supporting technically complex customer implementations, onboarding, integrations, and go-live activities.
• Able to translate technical concepts and data into clear recommendations for both customers and intern

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 is building a Customer Ops team that can own the full technical customer relationship - from complex support issues to high-stakes escalations - without pulling Product and Engineering into every hard problem. As an early technical hire within Customer Operations, you'll work directly in the queue, step into accounts when technical complexity or risk demands it, and build the AI-powered systems and standards the team runs on. Critically, you'll be the bridge between what customers are experiencing and what Product and Engineering actually need to hear - keeping the noise out and making sure what reaches them is clear, prioritized, and worth their time. We win by protecting Product's time and delivering real outcomes for our customers. That requires someone who can do both the hands-on work and the systems thinking - not one or the other. If you thrive on hard technical problems, care deeply about quality, and want to build something that compounds, this role is for you.

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