Head of Customer Success – PEO & Payroll

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

Job summary

Niural AI is seeking an experienced people manager to lead our Customer Success team in New York. You will directly supervise 4–6 CSMs handling payroll, benefits, and PEO relationships, ensuring timely, high-quality service.

You will report to the Director, PEO Operations and help shape a scalable, accountable, client-focused culture as the company grows in a fast-paced fintech HR tech environment.

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 and supportive way.
• Strong client judgment for escalation and issue resolution.
• Experience implementing systems, processes, metrics, and service standards.
• Comfort leading in a fast-moving environment with evolving processes.
• Experience in fintech, HR tech, or SaaS in a Series A/B startup preferred.
• Strong cross-functional communication with internal operations teams.
• Experience in payroll, benefits, HR tech, PEO, workforce management, SaaS, or professional services preferred.

Responsibilities

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

Skills

People management

Coaching

Cross-functional collaboration

SaaS/fintech familiarity

Client relationship management

Job description

Niural AI is seeking an experienced people manager to lead our Customer Success team in New York. You will directly supervise 4–6 CSMs handling payroll, benefits, and PEO relationships, ensuring timely, high-quality service.

You will report to the Director, PEO Operations and help shape a scalable, accountable, client-focused culture as the company grows in a fast-paced fintech HR tech environment.