Senior Customer Success Manager

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

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

Qualifications:

1. 5+ years of customer success experience; extra credit if you have prior experience scaling customer success or a similar function in a startup environment
2. A domain expert with experience partnering with carriers and/or brokers and/or benefits admin/ben tech providers or supporting direct-to-employer relationships
3. Entrepreneurial approach, comfortable thinking and acting like an owner 
4. A socially-oriented advocate who is passionate about building relationships and managing stakeholders as your authentic self 
5. Unafraid of going deep into the data to understand customer engagement and adoption
6. Passionate about creating technology experiences that empower user
7. Strong project management and organizations skills
8. 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.

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