Senior Technical Customer Success Manager, AI & Ops

Tread•San Francisco, CA

1d•$120,000 - $150,000

About The Position

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 our first senior technical hire in this function, 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.

Requirements

4–7 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
Hands-on experience building escalation processes and coaching others to hold the standard
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 internal stakeholders

Nice To Haves

Spanish-speaking is a plus given our customer base

Responsibilities

Own the support queue on the most complex and escalated issues, and turn every hard case into reusable knowledge for the team.
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.
Define and enforce triage standards for what reaches Product and Engineering — and send incomplete escalations back with guidance until the standard sticks.
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.
Convert messy customer feedback into structured, ARR-weighted product input that Product can actually act on.
Build the playbooks, decision trees, and documentation that help CS and Support work more independently — and coach them to get there.
Deploy AI-assisted triage, bot flows, and automation to deflect repeat volume, accelerate resolution, and make the team more capable at scale.