Head of Customer Success
We invite a strategic and motivated Head of Customer Success to be an integral part of the Trayd team. As an early leader of the CS team, you'll spearhead customer onboarding, support, education, and communication. You’ll sit at the intersection of product, engineering, and our users—owning everything from product announcements and training to bug triage. Your work will be critical to ensuring our customers are successful, our feedback loop is tight, and our product always gets better.
Trayd operates in-person five days a week in Soho, Manhattan and this role will report directly to the CTO.
Apply now
What is Trayd?
US Construction is a $1.4T industry ridden with crappy software and manual processes. Trayd is a construction payroll and back office platform designed for specialty contractors and their workforce. We automate tedious every day tasks, eliminating over 100 hours a month of paper pushing and data reconciliation across siloed platforms. Our application is the all-in-one back-office platform covering payroll, scheduling, HR, accounting, and certifications - a $6+ billion annual opportunity
What You'll Work On:
Product Marketing & Announcements: Own all outbound customer communications—new features, improvements, and updates. Make sure customers know what’s new and how to use it. Internal product marketing is essential as well.
Customer Onboarding & Training: Design and run onboarding programs that help customers get up and running quickly and confidently. Lead the buildout of documentation libraries designed for a non-technical audience. These resources will be invaluable reference points for teams as they change over time.
Scale Customer Success Operations: Leverage AI and automation to build out systems to scale our customer success systems. This includes handling customer inbound and creating a database for support.
Bug Prioritization: Partner with engineering to prioritize issues based on customer impact. Be the voice of the customer in sprint planning.
Reporting & Analytics: Build dashboards, scripts, and reporting that give visibility into customer health, support volume, onboarding progress, and more.
Customer Success: Proactively engage top accounts to drive adoption and value. Reactively support customers when they run into issues. Be their trusted partner.Account Management:
What You'll Need:
Experience
6+ years of CS experience, 2+ years of managing a team
You’ve led customer success or support at a fast-growing SaaS or tech company
You’re as comfortable writing a help doc as you are digging into a dashboard
You’re organized and systems-minded—you love building repeatable processes
You’ve worked closely with product and engineering before, and speak their language
You care deeply about customers, and you’re not afraid to roll up your sleeves to help them
Skills:
Proficiency in tools like ZenDesk, Pylon, Hubspot
Comfortable with SQL
Familiarity with customer success platforms like Gainsight, Totango, or ZeroChurn
Ability to build dashboards and reports to track customer health
Proficiency in designing systems that handle customer inquiries, ideally using AI and automation
Bonus Points
You've built out a CS org or led a team before
You’ve worked in an early-stage startup environment
Spanish-speaking [comfortable to fluent]
Why You Should Join Trayd
Trayd is bigger than just construction payroll. It's the promise that the hardest working people in the United States get access to their money, how and when they need it. Having grown up in construction, our CEO knows how important this is.
Our founding story began long before this company – our co-founders have been best friends since childhood and they bring that trust and collaboration into every aspect of our work. We treat everyone we work with as part of our family. We value individuals who are proactive, big thinkers, and are driven towards building the future they want to see.
Trayd has grown 300% year over year with $3M+ of deals in the pipeline. With clear product-market fit, we are scaling the team to actualize the climbing demand.
Recent press:
Bricks & Bytes Podcast: Trayd's Mission to Simplify Construction Payroll
Trayd's $4.5M Seed Round Press Release (Business Wire)
What is Trayd?
US Construction is a $1.4T industry ridden with crappy software and manual processes. Trayd is a construction payroll and back office platform designed for specialty contractors and their workforce. We automate tedious every day tasks, eliminating over 100 hours a month of paper pushing and data reconciliation across siloed platforms. Our application is the all-in-one back-office platform covering payroll, scheduling, HR, accounting, and certifications - a $6+ billion annual opportunity
What You'll Work On:
Product Marketing & Announcements: Own all outbound customer communications—new features, improvements, and updates. Make sure customers know what’s new and how to use it. Internal product marketing is essential as well.
Customer Onboarding & Training: Design and run onboarding programs that help customers get up and running quickly and confidently. Lead the buildout of documentation libraries designed for a non-technical audience. These resources will be invaluable reference points for teams as they change over time.
Scale Customer Success Operations: Leverage AI and automation to build out systems to scale our customer success systems. This includes handling customer inbound and creating a database for support.
Bug Prioritization: Partner with engineering to prioritize issues based on customer impact. Be the voice of the customer in sprint planning.
Reporting & Analytics: Build dashboards, scripts, and reporting that give visibility into customer health, support volume, onboarding progress, and more.
Customer Success: Proactively engage top accounts to drive adoption and value. Reactively support customers when they run into issues. Be their trusted partner.Account Management:
What You'll Need:
Experience
6+ years of CS experience, 2+ years of managing a team
You’ve led customer success or support at a fast-growing SaaS or tech company
You’re as comfortable writing a help doc as you are digging into a dashboard
You’re organized and systems-minded—you love building repeatable processes
You’ve worked closely with product and engineering before, and speak their language
You care deeply about customers, and you’re not afraid to roll up your sleeves to help them
Skills:
Proficiency in tools like ZenDesk, Pylon, Hubspot
Comfortable with SQL
Familiarity with customer success platforms like Gainsight, Totango, or ZeroChurn
Ability to build dashboards and reports to track customer health
Proficiency in designing systems that handle customer inquiries, ideally using AI and automation
Bonus Points
You've built out a CS org or led a team before
You’ve worked in an early-stage startup environment
Spanish-speaking [comfortable to fluent]
Why You Should Join Trayd
Trayd is bigger than just construction payroll. It's the promise that the hardest working people in the United States get access to their money, how and when they need it. Having grown up in construction, our CEO knows how important this is.
Our founding story began long before this company – our co-founders have been best friends since childhood and they bring that trust and collaboration into every aspect of our work. We treat everyone we work with as part of our family. We value individuals who are proactive, big thinkers, and are driven towards building the future they want to see.
Trayd has grown 300% year over year with $3M+ of deals in the pipeline. With clear product-market fit, we are scaling the team to actualize the climbing demand.
Recent press:
Bricks & Bytes Podcast: Trayd's Mission to Simplify Construction Payroll
Trayd's $4.5M Seed Round Press Release (Business Wire)
What is Trayd?
US Construction is a $1.4T industry ridden with crappy software and manual processes. Trayd is a construction payroll and back office platform designed for specialty contractors and their workforce. We automate tedious every day tasks, eliminating over 100 hours a month of paper pushing and data reconciliation across siloed platforms. Our application is the all-in-one back-office platform covering payroll, scheduling, HR, accounting, and certifications - a $6+ billion annual opportunity
What You'll Work On:
Product Marketing & Announcements: Own all outbound customer communications—new features, improvements, and updates. Make sure customers know what’s new and how to use it. Internal product marketing is essential as well.
Customer Onboarding & Training: Design and run onboarding programs that help customers get up and running quickly and confidently. Lead the buildout of documentation libraries designed for a non-technical audience. These resources will be invaluable reference points for teams as they change over time.
Scale Customer Success Operations: Leverage AI and automation to build out systems to scale our customer success systems. This includes handling customer inbound and creating a database for support.
Bug Prioritization: Partner with engineering to prioritize issues based on customer impact. Be the voice of the customer in sprint planning.
Reporting & Analytics: Build dashboards, scripts, and reporting that give visibility into customer health, support volume, onboarding progress, and more.
Customer Success: Proactively engage top accounts to drive adoption and value. Reactively support customers when they run into issues. Be their trusted partner.Account Management:
What You'll Need:
Experience
6+ years of CS experience, 2+ years of managing a team
You’ve led customer success or support at a fast-growing SaaS or tech company
You’re as comfortable writing a help doc as you are digging into a dashboard
You’re organized and systems-minded—you love building repeatable processes
You’ve worked closely with product and engineering before, and speak their language
You care deeply about customers, and you’re not afraid to roll up your sleeves to help them
Skills:
Proficiency in tools like ZenDesk, Pylon, Hubspot
Comfortable with SQL
Familiarity with customer success platforms like Gainsight, Totango, or ZeroChurn
Ability to build dashboards and reports to track customer health
Proficiency in designing systems that handle customer inquiries, ideally using AI and automation
Bonus Points
You've built out a CS org or led a team before
You’ve worked in an early-stage startup environment
Spanish-speaking [comfortable to fluent]
Why You Should Join Trayd
Trayd is bigger than just construction payroll. It's the promise that the hardest working people in the United States get access to their money, how and when they need it. Having grown up in construction, our CEO knows how important this is.
Our founding story began long before this company – our co-founders have been best friends since childhood and they bring that trust and collaboration into every aspect of our work. We treat everyone we work with as part of our family. We value individuals who are proactive, big thinkers, and are driven towards building the future they want to see.
Trayd has grown 300% year over year with $3M+ of deals in the pipeline. With clear product-market fit, we are scaling the team to actualize the climbing demand.
Recent press:
Bricks & Bytes Podcast: Trayd's Mission to Simplify Construction Payroll
Trayd's $4.5M Seed Round Press Release (Business Wire)
The all-in-one construction back office operating system.
© 2024 Trayd Inc. All Rights Reserved.
The all-in-one construction back office operating system.
© 2024 Trayd Inc. All Rights Reserved.
The all-in-one construction back office operating system.
© 2024 Trayd Inc. All Rights Reserved.