Customer Success - Implementation & Enablement Manager

Tread

1d•$80,000 - $100,000•Hybrid

About The Position

Tread is building the infrastructure to take customer onboarding off the founding team's plate — and this role owns the human side of it. As our Implementation & Enablement Lead, you'll coordinate the manual work that gets new customers live, own the content that powers our self-service onboarding system, and get out in the field with the drivers, foremen, and dispatchers who actually use the product every day. This isn't just conference room training — it's showing up where the work happens and making sure the people on the front line are confident and capable. Our customers are spread across the country, and this role is built for someone who thrives in that environment. The model is deliberate. Our ops team builds and maintains the self-onboarding system — this person owns everything that requires a human: the coordination, the content, and the in-person work with customers new and existing. If you want high ownership, a direct line to customer outcomes, and work that takes you out of the office and into the field, this role is for you.

Requirements

Excitement to travel frequently — our customers aren't local and the most important work happens on-site.
3–6 years in customer implementation, onboarding, solutions consulting, or technical customer success at a B2B SaaS company.
Direct experience training frontline workers — drivers, operators, field teams — not just software users in conference rooms.
Experience running multi-phase implementation projects from kickoff through full adoption — not just go-live.
Strong content creation skills — you can translate complex workflows into clear, usable training materials in partnership with Marketing for design.
Strong project management instincts — you can run multiple customer engagements, coordinate events, and juggle competing priorities without dropping the ball.
Comfortable in any room — as effective with a dispatcher in a truck yard as with an ops lead in a boardroom.

Responsibilities

Coordinate the Onboarding Motion: Own the manual touchpoints, timelines, and handoffs that move new customers through implementation — keeping every onboarding on track and making sure nothing falls through the cracks.
Own the Enablement Content: Create and maintain the training materials, guides, and content that power our self-service onboarding system — you're the content owner; ops builds the system around what you produce.
Own customer relationships from Closed/Won until their end-to-end platform goals are reached.
Train the Front Line: Get on-site with drivers, foremen, dispatchers, and operators — the people who use Tread every day — and make sure they actually know how to use it with confidence. This is hands-on, in-the-field work with new and active customers alike.
Lead Customer Enablement Events: Plan and host customer events focused on enablement and adoption — from logistics to content to follow-through — for both new and existing clients.
Detect and Recover Stalls: Monitor progress across active onboardings and customer accounts, catch customers going quiet, and intervene early — before a slow start becomes an at-risk relationship.
Own the Metrics That Matter: Drive time to value, onboarding NPS, early churn rate, stall rate, and self-onboarded % — these numbers tell you whether the content is working, the training is sticking, and customers are making it through on their own.