Head of Customer Success

Trayd: Construction Payroll; New York (NY); On-site; USD 80,000 - 130,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen strategischen Head of Customer Success, um Kundenbetreuung und -support zu leiten. In dieser Schlüsselrolle werden Sie für die Gestaltung von Onboarding-Programmen, die Kommunikation über Produktupdates und die Priorisierung von Kundenanfragen verantwortlich sein. Sie werden eng mit Produkt- und Engineering-Teams zusammenarbeiten, um sicherzustellen, dass unsere Kunden erfolgreich sind und wertvolle Einblicke in ihre Nutzung erhalten. Wenn Sie leidenschaftlich daran interessiert sind, Kunden zu unterstützen und Prozesse zu optimieren, ist dies die perfekte Gelegenheit für Sie.

Benefits

Wettbewerbsfähiges Gehalt

Aktienoptionen

Kranken-, Zahn- und Augenversicherung

Schnelles Team, das gerne baut

Qualifications

• 6+ Jahre Erfahrung in Kundenbetreuung, davon 2+ Jahre in der Teamleitung.
• Erfahrung in der Arbeit mit SaaS- oder Tech-Unternehmen.

Responsibilities

• Leitung von Kunden-Onboarding-Programmen und Schulungen.
• Priorisierung von Bugs in Zusammenarbeit mit dem Engineering-Team.

Skills

Kundenbetreuung

Teammanagement

Produktmarketing

SQL

ZenDesk

Hubspot

Gainsight

Tools

ZenDesk

Pylon

Hubspot

Gainsight

Totango

ZeroChurn

Job description

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.

Trayd has raised $4.5M from world class investors like Suffolk Technologies, Bloomberg Beta, and Y Combinator. Come join us!

Recent press:

Bricks & Bytes Podcast: Trayd's Mission to Simplify Construction Payroll

Trayd's $4.5M Seed Round Press Release (Business Wire)

BCV’s Top 50 Vertical SaaS companies of 2024

AEC+TECH’s Top Risk Management Tools for Construction

The Role

We're looking for a strategic and hands-on Head of Customer Success to lead customer onboarding, support, education, and communication. You’ll sit at the intersection of product, engineering, and our users—owning everything from product announcements to 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.

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.

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

Benefits

• Competitive salary and equity
• Health, dental, and vision insurance
• A fast-paced team that likes to build