Manager, Customer Success

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

About The Role

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.

What You’ll Own

• 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

What We’re Looking For

• 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 elevate 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
• Experience in a Series A/B startup environment, particularly in fintech, HR tech, or SaaS, is strongly preferred
• Strong cross-functional communication skills and the ability to work effectively with internal operations teams
• Experience in payroll, benefits, HR tech, PEO, workforce management, SaaS, or professional services is strongly preferred

Why Niural AI

Niural AI is a modern global payroll and HR platform built for companies managing US and international workforces. We move fast, solve complex operational problems, and build infrastructure that matters.

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.

Salary 95-105K