Manager, Customer Success

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 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