Senior Customer Success Manager
About The Position
About Nayya Founded in 2019, Nayya is on a mission to connect people’s most important information, so they can thrive in their health and wealth. Powered by AI and advanced analytics, Nayya’s platform transforms complex benefits experiences into intuitive, seamless, and ongoing interactions—meeting people's real world needs. As a trusted platform and partner to leading employers, benefits solutions, and HR tech providers, Nayya unlocks long-term value through helping employees live more resilient lives. Backed by strategic investors like ICONIQ, Felicis Ventures, SemperVirens, Workday Ventures, MetLife Nextgen Ventures, and ADP Ventures, Nayya is ushering in the future of health and wealth for all. The Role We are looking for a self-motivated and data savvy customer advocate with a natural ability to build relationships with our rapidly growing customer base. You’ll be one of the early team members within this function, so you’ll help us define customer success at Nayya. In doing so, we will look to you to build the playbook that will help us generate long term value for our carrier, broker, HR tech, and employer customer groups in the months and years to come. Our ideal candidate is a curious, results-oriented collaborator who is comfortable liaising between our customers and internal teams to influence our product roadmap, provide customer feedback, and uncover innovative ways to generate customer value.
Requirements
- 5+ years of customer success experience; extra credit if you have prior experience scaling customer success or a similar function in a startup environment
- A domain expert with experience partnering with carriers and/or brokers and/or benefits admin/ben tech providers or supporting direct-to-employer relationships
- Entrepreneurial approach, comfort with ambiguity
- A socially-oriented advocate who is passionate about building relationships and managing stakeholders
- Unafraid of going deep into the data to understand customer engagement and adoption
- Passionate about creating technology experiences that empower users
- An empowered ownership mindset
- Strong project management and organizations skills
- A clear, empathetic and proactive communicator
Nice To Haves
- PMP experience is a plus
Responsibilities
- Strengthen our customer relationships by delivering amazing support; you’ll be the face and voice of Nayya with your customers
- Be an analytical and adaptable partner with a focus on customers’ objectives and opportunities
- Engage with data to understand customer engagement, identify product enhancements, and promote user adoption
- Track customers’ value, retention, customer satisfaction and ultimately the expansion of Nayya’s footprint
- Partner with employer customers to establish and execute communications strategies that maximize Nayya's impact for their teams
- Collaborate closely with product and sales to continuously innovate on Nayya products and deliver value to our customers
- Prepare and present Quarterly Business Reviews
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
101-250 employees
