Senior Customer Success Manager

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.

About 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 many opportunities to build out new processes and motion as our customer base expands. 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 users.
• Strong project management and organizational skills.
• A clear, empathetic, and proactive communicator.

Pay

The salary range for New York-based candidates for this role is $110,000–$140,000. We use a location factor to adjust this range for candidates outside the geographic region of our New York office. Placement within the salary band is determined based on experience.