About ThreadThread is a fast-growing SaaS company that helps Managed Service Providers (MSPs) deliver magical service through Intelligent, AI-driven, Service Delivery. To keep up with our rapid growth, we’re significantly expanding our Customer Success team in the coming months.
We take pride in exceptional partner relationships: our Net Revenue Retention (NRR) is best-in-class and we’re focused on improving our Gross Revenue Retention (GRR) through even stronger adoption, engagement, and consistency across every partner touchpoint.
The RoleWe’re looking for a seasoned, hands-on leader to manage and scale our Customer Success Managers (CSMs) as we enter our next growth phase.
You’ll be responsible for leading the post-sales customer journey — onboarding, adoption, retention, and co-ownership of expansion alongside our Growth Executives.
This role is perfect for someone who thrives as a player-coach: you’ll lead by example, coach with precision, and occasionally “superman” key calls with strategic partners. Your mission will be to drive consistency, predictability, and excellence in how our partners experience Thread.
This position is based in the NYC area to work closely with our Customer Success leadership and team.
What You’ll Do- Lead, coach, and scale a growing team of CSMs — building a high-performance culture centered on outcomes and partner value.
- Establish and enforce consistent playbooks that drive adoption, retention, and predictable time-to-value across the partner journey.
- Systematize success: document repeatable processes, success frameworks, and partner engagement models that scale.
- Coach for outcomes, not activity — develop your team’s ability to think strategically, manage metrics, and deliver measurable impact.
- Partner cross-functionally with Product, Design, Engineering and GTM teams to turn partner insights into roadmap improvements and enablement initiatives.
- Own and improve KPIs — including partner adoption, health scores, expansion, GRR, and engagement metrics.
- Be a strategic voice within the Customer Success leadership team — helping shape the systems, tools, and culture that enable scalable growth.
- Jump in where needed — supporting escalations or strategic partner conversations with credibility and leadership.
What You Bring- 4+ years in Customer Success, Account Management, or equivalent customer-facing SaaS leadership roles.
- Proven success leading and scaling CSM teams for SaaS (preferably SMB or mid-market focus) with consistent retention and expansion results.
- Deep experience building and enforcing structured playbooks, QBR cadences, and success frameworks.
- Operational excellence mindset: you love documentation, analytics, and scalable systems.
- Demonstrated ability to coach and elevate teams — creating clarity, accountability, and shared ownership of outcomes.
- Excellent communicator and relationship-builder — able to align teams and customers around a shared vision of success.
- Data-driven and action-oriented — you balance empathy with measurable performance management.
- Comfortable being both strategic and tactical — you can operate at 30,000 feet or dive into a customer call with equal confidence.
Bonus Points- Experience in or serving Managed Service Providers (MSPs), IT services, or adjacent industries.
- Familiarity with Customer Success platforms like Vitally, Gainsight, or Totango.
- Experience developing self-serve enablement or education programs.
- Strong background in Customer Success Operations or data-driven team management.
- Public presence or thought leadership in the Customer Success community.
Why You’ll Love Working at Thread- Impact: Help shape the future of Customer Success at a fast-growing, AI SaaS company.
- Culture: We’re collaborative, transparent, and driven by learning and shared success.
- Ownership: You’ll have real autonomy — your playbooks and systems will directly shape how Thread scales.
- Growth: As we grow the team and expand globally, you’ll play a pivotal role in building what comes next.
- Team: You’ll join a group of passionate, customer-obsessed builders who care deeply about the craft of Customer Success.
