Senior Customer Engagement Specialist (New York City)

Levelpath•New York, NY

3d•$120,000 - $150,000•Onsite

About The Position

You’re a customer-obsessed problem solver who thrives at the intersection of people, process, and product. You love diving into complex challenges, quickly learning what you need to move them forward, and guiding others to do the same. You’re energized by leading teams, building structure from ambiguity, and helping both colleagues and customers succeed. You take ownership - of outcomes, of processes, of the customer experience. Coaching others comes naturally to you, and you’re skilled at creating clarity, supporting growth, and elevating team performance. You enjoy collaborating with smart, driven people and working directly with customers to ensure they get meaningful value from the product. You’re excited by the idea of joining a fast-growing startup where you can make an outsized impact - both strategically and hands-on. And, you're ready for your next adventure. We are on a simple, yet daring mission: revolutionize the modern procurement software industry, and—dare we say… make it delightful. Delightful procurement. Founded in 2022, Levelpath is a mobile-first platform powered by AI. We believe in software that’s thoughtfully engineered to solve real problems and drive progress. With an $11.5 billion market growing rapidly, the opportunity is massive. Our founding team has built successful companies before, and we’re backed by top-tier Silicon Valley VCs. We deliver delightful user experiences across all stakeholders and partner closely with our customers to future-proof their procurement function - making enterprises faster, safer, and more transparent. Pathfinders Wanted - Join Us! We’re looking for a Customer Engagement Lead to join our team and take ownership of our Customer Engagement Operations (CSOps). Reporting into Product, you will lead and develop a team of Customer Engagement Specialists while also directly supporting our customers and building scalable systems. This role is both strategic and hands-on: you’ll coach the team, improve processes, surface customer insights, and ensure we deliver exceptional, consistent experiences across our customer base. You’ll also partner closely with Product and Engineering to improve the platform and help shape how we scale. This is a full-time position that will be based out of New York City.

Requirements

6–8+ years in customer-facing roles within B2B SaaS
2+ years of team leadership or mentorship experience (formal or informal)
Proven success operating in fast-paced, high-growth environments
Strong problem-solving and decision-making skills - comfortable with ambiguity
Excellent communication skills and confidence engaging with cross-functional stakeholders
Experience building and optimizing processes, playbooks, and operational frameworks
High empathy, strong customer intuition, and a sense of urgency when issues arise
Comfort managing multiple workstreams and prioritizing effectively
BA or BS degree
Willingness to travel to customers as needed

Responsibilities

Lead, coach, and develop a team of Customer Engagement Specialists through regular mentorship, 1:1s, and performance guidance
Set clear goals, priorities, and best practices to drive consistency and accountability across customer operations
Take ownership of customer accounts by executing on expansion plans, engaging with the customer in weekly meetings, and conducting providing a world class customer experience
Oversee day-to-day customer engagement, ensuring high-quality support across tickets, user guidance, documentation, and issue escalation
Build and maintain deep expertise in the Levelpath platform, enabling the team to serve as trusted product experts
Design, implement, and optimize scalable processes, workflows, and playbooks to improve operational efficiency
Define and track key metrics to measure team performance, customer health, and engagement effectiveness
Partner with Product and Engineering to share customer insights, report issues, and advocate for customer needs
Identify friction points across the customer journey and ensure customers have the support and resources needed to fully adopt Levelpath