Manager, Customer Success

About The Role

Niural AI is seeking an experienced people manager to lead the Customer Success team. The role involves managing a client-facing team that supports payroll, benefits, and PEO relationships, ensuring clients receive consistent, timely, and high-quality service. Reporting to the Director, PEO Operations, the Customer Success Manager will oversee team performance, coaching, client issue resolution, operational consistency, and fostering a high-accountability, service-driven culture as the team scales.

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
• 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 escalate 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
• 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

Why Niural AI

Niural AI is a modern global payroll and HR platform designed for companies managing US and international workforces. The company moves fast, solves complex operational problems, and builds infrastructure that matters. This role offers the opportunity to lead a growing team, strengthen the client experience, and contribute to the next layer of operational leadership within Niural AI’s PEO business.

Pay

$95-105K