Enterprise Customer Success Manager

Enterprise Customer Success Manager

New York, NY (in-person, Manhattan)

$120,000 to $140,000 base salary + variable + Meaningful Series A equity

Trayd is solving the oldest problem in America: how do we build physical infrastructure that lasts generations? We’re replacing manual processes and legacy systems with AI-native software built around how construction actually runs. Companies using our software have built some of America’s greatest infrastructure projects like the Buffalo Bills’ Highmark Stadium and JFK International Airport.

We're building the category-defining back office for trade contractors with a platform that runs live payroll, job costing, and accounting workflows every week for the hardest-working people in the country. We grew 600% over the last year with a lean team of ~30, made up of some of the sharpest and most driven talent in New York.

We were in Y Combinator’s Summer 2023 batch and have raised over $15 million from Tier 1 investors. We’re proudly and permanently based in NYC. We’re in the next phase of growth, and every hire here directly shapes what customers see next.

We're hiring a Pro Services CSM to own the day-to-day relationship for Trayd's Professional Services accounts (accounts that have opted into managed service tiers), plus the front-loaded onboarding window every new account gets at go-live, regardless of tier.

This is a narrower, deeper seat than a standard CSM book: a named list of accounts, with standing weekly cadence on the highest-touch names on it. You run adoption and proficiency, with an eye toward the commercial relationship.

• Comfortable running a standing weekly cadence with the same client, sometimes multiple calls a week, without it feeling rote to either side.
• A trusted operator, not just a trusted advisor. Professional Services clients are paying for hands‑on execution (training, proficiency, adoption), not just check‑ins.
• Enough technical range to run day‑to‑day account coordination without personally owning every domain question. You know when to pull in a Product Consultant rather than solve it yourself.
• Onboarding chops. The front‑loaded window at go‑live is high‑stakes and time‑boxed, and what doesn’t get fixed there becomes a support ticket or a churn risk later.
• Comfortable being the named point of contact a client escalates to directly.

• Run the front‑loaded, high‑touch window every new account gets starting at go‑live: training, proficiency building, adoption habits.
• Know the exit criteria cold. At the window's close, the account either continues on a paid tier or moves to the standard support motion.

• Own the standing cadence, up to several calls a week on the highest‑tier accounts, for your named strategic, enterprise, and Pro Services list.
• Drive adoption and proficiency as the core deliverable. This is what the account is paying for.
• Pull in a Technical Success Consultant for domain‑specific depth (custom reports, audits, multi‑entity configuration) rather than carrying it solo.

• Stay in lockstep with the commercial team on your accounts on renewals, contract changes, and the executive relationship.
• Flag utilization gaps, adoption risk, or expansion signals to the AM rather than acting on them commercially yourself.

• Named accounts, real depth. A short, high‑touch list instead of a wide book.
• The clearest onboarding mandate in CS. You own the moment that determines whether an account ever needs to be rescued later.
• Built‑in technical backup. You're never expected to be the domain expert alone, which is what Product Consultants are for.

• Experience owning high‑touch,…