tread - Technical Customer Success Manager, AI & Ops
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Requirements
• 3-5 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. • Experience helping define escalation processes and drive adoption of best practices across teams. • 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. • Spanish-speaking is a plus given our customer base.
Benefits
• Build the function from the ground up — the playbooks, the standards, and the systems that help the team scale. • Work closely with Product and Engineering leadership to define what great customer operations looks like. • Massive, underserved market with real customer pain and measurable ROI. • High ownership and direct influence on how we scale. • Clear path for growth and increased ownership as the Customer Operations team expands. • $120,000–$150,000 base salary, plus equity. Compensation will be determined based on location, experience, skill set, and alignment with the role.
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