Manager, Customer Success

Niural • New York City, NY

22h • $95,000 - $105,000

About The Position

Niural AI is looking for an experienced people manager to lead our Customer Success team. In this role, you will manage a client-facing team that supports payroll, benefits, and PEO relationships, ensuring clients receive consistent, timely, and high-quality service. You will report directly to the Director, PEO Operations and serve as the first leadership layer for the Customer Success team. You will be responsible for team performance, coaching, client issue resolution, operational consistency, and helping build a high-accountability, service-driven culture as the team scales. Niural AI operates at a fast pace. Priorities can shift, processes continue to evolve, and we need leaders who can make sound decisions, support their teams, and keep work moving without waiting for perfect information.

Requirements

• 3+ years of experience managing a Customer Success, Client Services, Account Management, or Operations team in a B2B environment
• Proven ability to coach, develop, and hold team members accountable in a structured and supportive way
• Strong client judgment, including knowing when to resolve directly, involve internal partners, or escalate appropriately
• Experience managing through systems, processes, metrics, and service standards — not just relationships
• Comfort leading in a fast-moving environment where processes are still evolving
• Strong cross-functional communication skills and the ability to work effectively with internal operations teams

Nice To Haves

• Experience in a Series A/B startup environment, particularly in fintech, HR tech, or SaaS, is strongly preferred
• Experience in payroll, benefits, HR tech, PEO, workforce management, SaaS, or professional services is strongly preferred

Responsibilities

• Direct management of 4–6 Customer Success team members supporting benefits and payroll client relationships
• Team performance, development, coaching, feedback, and accountability
• Client issue triage and resolution, serving as the first leadership point of contact for complex client questions or service concerns
• Consistent adherence to internal processes, SLAs, communication standards, and follow-through expectations
• Cross-functional coordination with Benefits Operations, Payroll, Implementation, Tax, Invoicing, and Engineering teams
• Visibility into client health, recurring service issues, operational risks, and recommended process improvements
• Support for building a consistent and scalable client experience across the customer portfolio

Benefits

• This is an opportunity to lead a growing team, strengthen the client experience, and help build the next layer of operational leadership within Niural AI’s PEO business.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed