Head of Customer Success – Payroll & Benefits

Niural Inc.; New York (NY); On-site; USD 95,000 - 105,000; Full time

Job summary

Niural AI is seeking an experienced people manager to lead the Customer Success team in New York. You will oversee 4–6 client-facing professionals handling payroll, benefits, and PEO relationships, ensuring timely, high-quality service.

The role reports to the Director, PEO Operations and drives performance, coaching, and issue resolution to build a high-accountability, service-driven culture. We value decisions that move work forward in a fast-paced, evolving startup environment and seek

Qualifications

• 3+ years of experience managing a Customer Success, Client Services, Account Management, or Operations team in a B2B environment.
• Ability to coach, develop, and hold team members accountable in a structured, supportive way.
• Strong client judgment: when to resolve, involve internal partners, or elevate.
• Experience driving results through systems, processes, metrics, and service standards.

Responsibilities

• Direct management of 4–6 Customer Success team members supporting payroll, benefits, and PEO relationships.
• Ensure team performance, development, coaching, feedback, and accountability.
• Triage and resolve client issues, serving as the first leadership contact for complex questions.
• Maintain adherence to internal processes, SLAs, and communication standards.
• Coordinate cross-functionally with Benefits Operations, Payroll, Implementation, Tax, Invoicing, and Engineering teams.
• Monitor client health, recurring service issues, and propose process improvements.
• Help build a scalable, consistent client experience across the portfolio.

Skills

Team management

Coaching

Client relationships

Cross-functional collaboration

People leadership

Job description

Niural AI is seeking an experienced people manager to lead the Customer Success team in New York. You will oversee 4–6 client-facing professionals handling payroll, benefits, and PEO relationships, ensuring timely, high-quality service.

The role reports to the Director, PEO Operations and drives performance, coaching, and issue resolution to build a high-accountability, service-driven culture. We value decisions that move work forward in a fast-paced, evolving startup environment and seek