Tread

• Own the Hard Problems: Work the support queue on the most complex and escalated issues. • Be the Technical Resource on Accounts: Step into high-ARR or at-risk accounts for complex technical support. • Raise the Escalation Bar: Define and enforce triage standards for escalations. • Be the Bridge to Product & Engineering: Build a trusted relationship to filter communication. • Turn Noise into Signal: Convert customer feedback into structured product input. • Enable the Team: Build playbooks, decision trees, and documentation to help CS and Support. • Build with AI: Deploy AI-assisted workflows and automation.

• 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.

• Run full-cycle sales from discovery through negotiation and close average deal size $30K–$150K ARR • Build and manage a healthy pipeline of mid-market accounts across your assigned territory • Lead discovery calls and product demos tailored to each prospect's operational reality • Develop multi-threaded relationships across operations, dispatch, finance, and the C-suite • Partner with SDRs to prioritize outbound efforts and create targeted account plays • Accurately forecast your pipeline and maintain clean CRM hygiene in HubSpot • Collaborate with customer success to ensure smooth handoffs and strong early adoption • Feed insights from the field back to product and marketing. You're the voice of the customer