Senior Customer Success Manager

Social Leverage; New York (NY); On-site; USD 130,000 - 150,000; Full time

Job summary

Nayya is hiring a data-savvy customer advocate to build relationships with a growing customer base and liaise between customers and internal teams to influence product roadmaps and customer value. This on-site role in New York emphasizes strategic partnership and a passion for driving customer success.

The candidate will work with product, sales, and employers to maximize impact, monitor engagement, and lead value-driven initiatives across the customer lifecycle.

Qualifications

• 5+ years of customer success experience.
• Experience partnering with carriers and/or brokers and/or benefits admin tech providers.
• Entrepreneurial approach with owner mindset.
• Strong data focus to understand engagement and adoption.

Responsibilities

• Build and maintain strong customer relationships by providing exceptional support—serving as the face and voice of Nayya.
• Act as a strategic partner, understanding customer goals and identifying opportunities to drive success.
• Leverage data insights to assess engagement, enhance product adoption, and recommend improvements.
• Monitor key success metrics, including customer satisfaction, retention, and expansion opportunities.
• Develop and execute communication strategies with employers to maximize Nayya’s impact.
• Empower customers to become advocates for Nayya.
• Collaborate with product and sales teams to enhance offerings and deliver continuous value.
• Lead Quarterly Business Reviews to strengthen relationships and demonstrate value year-round.

Skills

Customer Advocacy

Customer Success

Data Analysis

Relationship Building

Software

Project Management

Stakeholder Management

Strategic Partnership

Job description

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

Nayya is hiring a self-motivated and data savvy customer advocate with a natural ability to build relationships with our rapidly growing customer base. As part of a fast growing company, there are a lot of opportunities to build out new processes and motion as our customer base grows. 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.

Responsibilities

• Build and maintain strong customer relationships by providing exceptional support—serving as the face and voice of Nayya.
• Act as a strategic partner, understanding customer goals and identifying opportunities to drive success.
• Leverage data insights to assess engagement, enhance product adoption, and recommend improvements.
• Monitor key success metrics, including customer satisfaction, retention, and expansion opportunities.
• Develop and execute communication strategies with employers to maximize Nayya’s impact.
• Empower customers to become advocates for Nayya.
• Collaborate with product and sales teams to enhance offerings and deliver continuous value.
• Lead Quarterly Business Reviews to strengthen relationships and demonstrate value year-round.

Qualifications:

• 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, comfortable thinking and acting like an owner
• A socially-oriented advocate who is passionate about building relationships and managing stakeholders as your authentic self
• Unafraid of going deep into the data to understand customer engagement and adoption
• Passionate about creating technology experiences that empower user
• Strong project management and organizations skills
• A clear, empathetic and proactive communicator

The salary range for New York based candidates for this role is $130,000- $150,000. We use a location factor to adjust this range for candidates that are located outside of geographic region of our New York office. Placement within the salary band is determined based on experience.

#LI-GC

Nayya is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics

Location New York, NY, USA

Work Mode On-site

Seniority Mid-Senior

Function Customer Service, Sales & Business Development

Salary USD 130k-150k / year

Company Size 51-200 employees

Skills Customer Advocacy Customer Success Data Analysis Relationship Building Software Project Management Stakeholder Management Strategic Partnership