US - Remote; US - New York, NY

About Thread

No one wants to feel like just another number—especially when they need help with an urgent issue at work.

But, in a world where we can connect with family, friends, our favorite brands, and sometimes even celebrities on-demand, most service providers still ask users to drop what they’re doing, look for contact information, and choose one of two support options: bad, or worse. Either call a 1-800 number and sit on hold, or email help@turnitoffandonagain.com and wait for a reply.

At best, the user’s real-time request for help turns into [Ticket: #####] in the queue; and, in an industry where service is the product, the provider signals quite clearly which customer will always matter most: “Next in line.”

At Thread, we’re on a mission to help IT service providers turn users’ worst workdays into moments of magic. We’re a VC-backed startup built by high-performance technologists with fundamental passion for service. Our heroes are people who feel most alive when doing what they’re great at in service of other people*.* We believe every thread is a call to adventure, and nothing delights us more than helping our partners deliver delightful service experiences that brighten user journeys.

The future of B2B service delivery is collaborative. Join us in shaping it.

The Role

We’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.

Thread is an equal opportunity employer. We aim to create an environment where every team member at Thread feels like they belong so they can have a greater impact on our business and customers. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.