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
