Senior Customer Success Manager

About the position

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 opportunity 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.

Requirements

• 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.

Benefits

• Salary range for New York based candidates is $110,000- $140,000.
• Location factor to adjust salary range for candidates outside of New York.