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 Construction is one of the largest industries in North America, yet much of the software that runs it is outdated, manual, and fragile.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.