Customer Success Manager

About Trayd

The role

Critical skills for this role

• 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.

What you’ll do

Own the onboarding window

• 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.

Run the named accounts

• Own the standing cadence, up to several calls a week on the highest-tier accounts, for your named strategic 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.

Coordinate, don't collide

• 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.

Why this role is different

• 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.

Who you are

• Experience owning high-touch, high-cadence client relationships: implementation, professional services, or a senior CS or CSM seat.
• Comfortable running structured onboarding or training programs with defined milestones and exit criteria.
• Coordinates well with a commercial counterpart, an AM or a sales rep, without needing to own that side of the relationship.
• Organized enough to run several standing weekly cadences in parallel without dropping a thread.
• NYC-based or ready to relocate quickly.

Nice to have

• Experience in a named strategic account seat specifically, not just a general CSM book.
• Payroll, compliance, or construction-adjacent domain exposure.
• Comfort with AI tools for account prep and training or QBR material.

Working style

Compensation/Benefits

• Healthcare: Comprehensive medical, dental, and vision insurance options for employees and dependents
• Unlimited/Flexible PTO
• 401(k) Retirement Plan
• Free lunch (Mon–Wed) and dinner (Mon–Thu after 7:30pm) for in-office roles

The posted range represents the typical compensation range for this role. To determine actual compensation we review the market rate of each candidate which can include a variety of factors including qualifications, experience, interview performance, and location.

Trayd provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.