Customer Success Manager

Customer Success Manager

New York, NY (in-person, SoHo)

$85,000 to $95,000 Base Salary + Meaningful Equity

Trayd, in one sentence

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

Construction is one of the largest industries in North America, yet much of the software that runs it is outdated, manual, and fragile.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 real. Workers do not get paid correctly. Businesses lose time and money. Stress compounds.

We are changing that.

We help subcontractors run payroll, manage workers, and operate their businesses with confidence. Once a customer launches on Trayd, the relationship does not end. In many ways, it is just beginning. Our customers rely on us every week to run payroll successfully, solve problems quickly, and help them grow using the platform.

We are in the next phase of growth, with accelerating customer demand and a platform that runs real payroll every week, and we are scaling the team to match it.

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

The role

We are hiring a customer success manager to own relationships with customers after they launch on Trayd.

This is a high-impact, customer-facing role where you will be responsible for retention, satisfaction, and long-term success across your portfolio of accounts. You will work closely with payroll teams, operations leaders, and business owners to ensure they are successful using Trayd and confident running payroll every cycle.

You will also play a critical role internally, serving as the voice of the customer and partnering with product, engineering, and implementation to solve problems and improve the platform.

This is not a passive relationship management role. It requires ownership, problem solving, and the ability to navigate both operational and product complexity.

What you will do

• Build strong, trusted relationships with customers and become their primary point of contact post-launch.
• Ensure customers are successfully running payroll each cycle and proactively identify risks before they become problems.
• Guide customers through new workflows, product features, and best practices so they get maximum value from Trayd.
• Troubleshoot issues quickly by coordinating across engineering, implementation, and internal teams.
• Run regular check-ins with customers to understand what is working, what is not, and where we can improve.
• Advocate for customers internally and help prioritize product improvements based on real-world feedback.
• Support customers through critical moments such as payroll deadlines, product changes, or operational transitions.
• Identify opportunities for account growth and deeper adoption of the platform.
• Help improve internal processes, documentation, and customer experience as the company scales.

Why this role is different

• Direct impact on customers. You will see the results of your work immediately in how customers operate.
• High ownership. You own relationships and outcomes, not just support tickets.
• Real problem solving. Construction payroll and operations bring complex, real-world challenges.
• Strong cross-functional exposure. You will work closely with product, engineering, and leadership.
• Career growth. This role is a path toward senior customer success, account leadership, or broader operational roles.
• In-person team. We work together in Soho five days a week because speed and collaboration matter.

On payroll days, the whole team runs together. We provide meals because those days matter here.

Who you are

• You have 2 to 4 years of experience in customer success, account management, consulting, operations, or similar roles, ideally in a SaaS or startup environment.
• You are comfortable working directly with customers and building relationships with different personality types.
• You communicate clearly and confidently with both technical and non-technical stakeholders.
• You are organized and able to manage multiple accounts and priorities simultaneously.
• You are a strong problem solver who takes ownership and drives issues to resolution.
• You are comfortable working with data, reports, or spreadsheets when needed.
• You are proactive, adaptable, and thrive in a fast-moving environment.
• You are NYC-based or ready to relocate quickly.

Nice to have

• Experience with payroll, financial software, ERP, or compliance-heavy systems.
• Startup or high-growth environment experience.
• Exposure to SQL, analytics, or technical troubleshooting.

Working style

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

If you want to work closely with customers, solve real operational problems, and help companies succeed while being part of a fast-growing team, you will fit here.

Compensation

The base pay range for this role is $85,000 – $95,000 per year.