Customer Success - Implementation & Enablement Manager

Tread is an AI-native operating system for the construction materials logistics market, seeking a Customer Success - Implementation & Enablement Manager. This role is responsible for coordinating customer onboarding, creating training materials, and ensuring frontline workers are confident in using the product through hands-on training and support.

Responsibilities:

• Coordinate the Onboarding Motion: Own the manual touchpoints, timelines, and handoffs that move new customers through implementation — keeping every onboarding on track and making sure nothing falls through the cracks
• Own the Enablement Content: Create and maintain the training materials, guides, and content that power our self-service onboarding system — you're the content owner; ops builds the system around what you produce
• Own customer relationships from Closed/Won until their end-to-end platform goals are reached
• Train the Front Line: Get on-site with drivers, foremen, dispatchers, and operators — the people who use Tread every day — and make sure they actually know how to use it with confidence. This is hands-on, in-the-field work with new and active customers alike
• Lead Customer Enablement Events: Plan and host customer events focused on enablement and adoption — from logistics to content to follow-through — for both new and existing clients
• Detect and Recover Stalls: Monitor progress across active onboardings and customer accounts, catch customers going quiet, and intervene early — before a slow start becomes an at-risk relationship
• Own the Metrics That Matter: Drive time to value, onboarding NPS, early churn rate, stall rate, and self-onboarded % — these numbers tell you whether the content is working, the training is sticking, and customers are making it through on their own

Requirements:

• Excitement to travel frequently — our customers aren't local and the most important work happens on-site
• 3–6 years in customer implementation, onboarding, solutions consulting, or technical customer success at a B2B SaaS company
• Direct experience training frontline workers — drivers, operators, field teams — not just software users in conference rooms
• Experience running multi-phase implementation projects from kickoff through full adoption — not just go-live
• Strong content creation skills — you can translate complex workflows into clear, usable training materials in partnership with Marketing for design
• Strong project management instincts — you can run multiple customer engagements, coordinate events, and juggle competing priorities without dropping the ball
• Comfortable in any room — as effective with a dispatcher in a truck yard as with an ops lead in a boardroom