Senior Customer Success Manager

The Role

We are looking for a self-motivated and data savvy customer advocate with a natural ability to build relationships with our rapidly growing customer base. You’ll be one of the early team members within this function, so you’ll help us define customer success at Nayya. In doing so, we will look to you to build the playbook that will help us generate long term value for our carrier, broker, HR tech, and employer customer groups in the months and years to come. 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:

• Strengthen our customer relationships by delivering amazing support; you’ll be the face and voice of Nayya with your customers
• Be an analytical and adaptable partner with a focus on customers’ objectives and opportunities
• Engage with data to understand customer engagement, identify product enhancements, and promote user adoption
• Track customers’ value, retention, customer satisfaction and ultimately the expansion of Nayya’s footprint
• Partner with employer customers to establish and execute communications strategies that maximize Nayya's impact for their teams
• Collaborate closely with product and sales to continuously innovate on Nayya products and deliver value to our customers
• Prepare and present Quarterly Business Reviews

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, comfort with ambiguity
• A socially-oriented advocate who is passionate about building relationships and managing stakeholders
• Unafraid of going deep into the data to understand customer engagement and adoption
• Passionate about creating technology experiences that empower users
• An empowered ownership mindset
• Strong project management and organizations skills, PMP experience is a plus
• A clear, empathetic and proactive communicator

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 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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