Enterprise Customer Success Manager

ENTERPRISE CUSTOMER SUCCESS MANAGER

• New York, NY (in-person, Manhattan)
• $120,000 to $140,000 base salary + variable + equity

ABOUT TRAYD

• Trayd is building the operating system for commercial construction: payroll,
• compliance, and back-office workflows that actually work in practice.

• Construction is one of the largest industries in North America, yet much of the
• software that runs it is outdated, manual, and fragile. Companies spend hours
• every week reconciling payroll, tracking job costs, and managing compliance
• across disconnected systems. The consequences of mistakes are significant:
• workers do not get paid correctly, businesses lose time and money, and stress
• compounds.

• We help subcontractors run payroll, manage workers, and operate their businesses
• with confidence. Once a customer launches on Trayd, the relationship doesn’t
• end. In many ways, it’s just beginning.

Trayd is based in New York and backed by Y Combinator.

THE ROLE

• 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.

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, 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.

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 or enterprise onboarding 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

• This is an in-person role in Manhattan, five days a week. We move quickly,
• collaborate constantly, and value people who take initiative and ownership.

• 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.