SVP Customer Operations

About Tread

Tread is an AI-native vertical SaaS platform transforming construction materials logistics—a massive, essential industry that moves the aggregate, asphalt, and concrete behind every road, bridge, and building. In March 2026, we crossed $1Bn in monthly delivered load value on the platform, and we’re at ~$XM ARR and growing fast.

Our AI-powered platform serves Haulers, Producers, and Contractors—optimizing truck routing, loaded-mile delivery, and project planning while delivering exceptional customer service through personalized AI agents.

We’re a Series A company backed by Mucker Capital, and we’re building the team that will take us from $XM to $XXM+ ARR.

Why This Role Exists

Today, post-sale customer operations is run by the founding team. That got us to $XM ARR. To get to $XXM+ and beyond, we need a dedicated senior leader who owns the entire customer journey after the contract is signed. This person will build the function, hire the team, and create the playbooks that turn new logos into long-term platform champions.

What You Own

You are the single accountable leader for every post-sale touchpoint — from signed contract through long-term retention. You'll build the team, the playbooks, and the operating rhythm across four core areas:

Implementation & Onboarding

Own the end-to-end journey from signed contract to first value delivered. That includes technical implementation planning (API integrations, scale house/ERP connectivity, data migration), cross-functional stakeholder alignment across customer orgs, and building repeatable playbooks that reduce time-to-value as we scale. You're the bridge between customer requirements and Engineering.

Support & Enablement

Stand up and run all customer service channels (Intercom, email, phone) with defined SLAs, tiered escalation workflows, and data instrumentation (ticket volume, resolution time, CSAT, FCR). Build scalable training programs — especially for drivers and field operators on mobile — including self-serve content, onboarding curricula for dispatchers and admins, and certification programs that drive adoption.

Customer Success & Retention

Own gross revenue retention. Partner with Sales on net revenue retention, with shared accountability for expansion targets. Run health scoring, NPS, QBRs, and executive business reviews. Build champion development and referral programs that turn happy customers into pipeline sources.

Product Feedback & Escalations

Analyze support patterns to identify product gaps, translate them into prioritized requests, and close the loop with Product and Engineering. Own the Voice of Customer program and feedback taxonomy. Serve as the escalation point for at-risk accounts with the authority to make decisions that protect the relationship.

What Success Looks Like

First 90 Days

• Complete audit of every active customer: health, usage, open issues, risk factors.

• Define the support operations stack and have hiring plans well underway.

• Ship v1 of the implementation playbook based on recent onboardings.

• Establish baseline metrics for NPS, time-to-value, ticket volume, and resolution time.

First 6 Months

• Customer implementations follow a repeatable, documented process with measurable time-to-value.

• Support operations running with defined SLAs, and response/resolution times trending down.

• Scaled training content deployed for drivers and field operators, with adoption metrics tracked.

• Structured product feedback loop in place; at least 3 product improvements shipped based on your input that measurably reduce support load.

• NPS program launched; champion development underway at top accounts.

First Year

• Gross revenue retention at or above 95%.

• Net revenue retention above 110%, partnering with Sales to identify and close expansion opportunities.

• Support ticket volume per customer trending down quarter over quarter.

• Referral program generating measurable pipeline contribution

• Team built out to handle current customer base with capacity for 2x growth.

• You are the person customers call when they need to get something done, and the person the CEO trusts to represent Tread in any customer conversation.

What We’re Looking For

• 8+ years in customer-facing operations roles (Customer Success, Professional Services, Implementation, Support) in B2B SaaS.

• 3+ years leading and building teams, ideally at a Series A–C stage company where you built the function, not just inherited it.

• Experience with enterprise and mid-market customers in operationally complex industries (construction, logistics, supply chain, field services, or similar).

• Technical fluency: comfortable with API integrations, workflow design, and data mapping. You don’t need to write code, but you need to hold your own in a technical planning conversation.

• Demonstrated ability to build scalable training and enablement programs for large, non-technical user populations.

• Strong project management instincts. You can run a complex implementation with multiple workstreams and stakeholders without dropping balls.

• Analytical mindset. You instrument everything, track leading indicators, and use data to prioritize.

• Builder mentality. You’ll personally handle support tickets in week one while designing the team structure for year two.

• Experience leveraging AI/LLMs in customer operations—e.g., AI-assisted support triage, automated onboarding workflows, or intelligent ticket deflection.

Bonus Points

• Experience in construction technology, heavy civil, or bulk materials/logistics.

• Familiarity with tools like Intercom, Linear, PostHog, Omni, or similar product/analytics stacks.

• You’ve built a Voice of Customer or product feedback program that actually changed a product roadmap.