Strategic Customer Success Manager

Tread•San Francisco, CA

10d•$120,000 - $150,000•Onsite

About The Position

Tread is seeking a Strategic Customer Success Manager to own and manage key customer relationships. This role is crucial for scaling the company's customer engagement as the founding team transitions out of direct relationship management. The ideal candidate will inherit existing relationships, ensure commitments are met, and drive deep platform adoption within large organizations. This is a senior individual contributor position focused on high-stakes relationship management and achieving significant business outcomes for customers. The role requires someone who can quickly build trust, operate with founder-level accountability, and navigate complex adoption challenges, even in the face of resistance. Success in this role means driving customer satisfaction, retention, and growth, ultimately shaping the future of Tread's customer success strategy.

Requirements

7+ years in strategic account management, enterprise customer success, or client-facing consulting.
Proven track record of owning complex accounts independently.
Experience inheriting executive-level relationships and earning trust quickly.
Proven ability to lead organizational change and drive adoption of new tools or workflows against internal resistance.
Executive presence, comfortable in C-suite conversations and with operators on the floor.
A bias toward action and a proactive approach to identifying and executing necessary tasks.
Strong project management skills to manage multiple high-stakes relationships and commitments.
Ability to earn trust in new environments.

Nice To Haves

Experience in construction, logistics, or fleet management.

Responsibilities

Inherit and own customer relationships previously managed by the founding team, ensuring a seamless transition and earning trust with executive contacts.
Execute on all customer commitments by coordinating internally and driving expected outcomes.
Drive platform adoption at scale by navigating complex challenges and turning customers into internal champions.
Serve as the primary escalation point for customer issues, owning resolution and strengthening relationships.
Conduct rigorous quarterly business reviews (QBRs) with clear agendas, documented outcomes, and follow-through.
Travel on-site to customer locations regularly to understand operations, build relationships, and perform necessary work.
Identify and unlock growth opportunities by leveraging customer data, usage analytics, and operational reporting.
Build customer advocates through strong relationships, leading to references, case studies, and champions.
Track and drive key customer metrics including NPS, health scores, churn rate, and gross and net revenue retention.
Build account strategies and relationship frameworks for Tread's most strategic customers.