Niural · New York
Customer SupportCustomer SuccessFullTime
Niural is the AI-native global PEO for the modern workforce. Our mission is to give every growing company enterprise-grade payroll, benefits, and compliance without the enterprise overhead. Built from scratch rather than retrofitted onto legacy systems, Niural combines payroll, PEO/ASO, global EOR, benefits, and vendor payments into one intelligent platform. Powered by EMMA, our AI coworker that executes — not just advises — Niural runs payroll and compliance across 150+ countries with near-perfect accuracy. Backed by a $52M Series A and $200M+ in annualized gross revenue on our PEO product alone, we're building the financial infrastructure that companies run their businesses on.
Niural AI is looking for an experienced people manager to lead our Customer Success team. In this role, you will manage a client-facing team that supports payroll, benefits, and PEO relationships, ensuring clients receive consistent, timely, and high-quality service.
You will report directly to the Director, PEO Operations and serve as the first leadership layer for the Customer Success team. You will be responsible for team performance, coaching, client issue resolution, operational consistency, and helping build a high-accountability, service-driven culture as the team scales.
Niural AI operates at a fast pace. Priorities can shift, processes continue to evolve, and we need leaders who can make sound decisions, support their teams, and keep work moving without waiting for perfect information.
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
Consistent adherence to internal processes, SLAs, communication standards, and follow-through expectations
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
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, is strongly preferred
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 is strongly preferred
Niural AI is a modern global payroll and HR platform built for companies managing US and international workforces. We move fast, solve complex operational problems, and build infrastructure that matters.
This is an opportunity to lead a growing team, strengthen the client experience, and help build the next layer of operational leadership within Niural AI’s PEO business.