Top Customer Success & Experience Jobs in New York City, NY

Provides advanced customer and technical support, investigates bugs and incidents, validates new product features, and partners with Product, Engineering, and internal teams on resolutions. Represents customer needs on product mission teams, supports launches through enablement and coaching, monitors recurring issues, and maintains internal and customer-facing knowledge resources.

Guide new customers through onboarding and implementation, monitor milestones, resolve blockers, answer questions within service-level agreements, verify account setup, support first payroll completion, and deliver handoff communications. The role requires organized customer partnership, proactive follow-up, consultative communication, attention to detail, and the ability to manage structured processes while adapting to customer needs.

Build and optimize AI-powered customer support experiences, Zendesk workflows, automations, and integrations. Configure and tune AI servicing platforms, measure support performance, redesign processes, test emerging technologies, and partner with Product, Engineering, Support, Data, Revenue Operations, and vendors. Lead implementation, experimentation, platform modernization, and continuous improvement as a hands-on individual contributor.

Own the end-to-end onboarding experience for new customers: manage project plans, deliver tailored onboarding calls, align stakeholders, resolve risks and inquiries, guide product configuration and payroll readiness, and hand off completed implementations to cross-functional teams.

Lead QA-driven coaching programs to improve CX performance: deliver 1:1 and group coaching, translate QA data into action plans, ensure follow-up on evaluated interactions, build scalable coaching frameworks, track coaching effectiveness, contribute QA insights to training and onboarding, and maintain documentation and calibration for consistent scoring.

The CSO Manager will lead teams, drive operational excellence, track performance metrics, and facilitate alignment across departments to optimize service delivery.

The Senior Account Executive will manage the sales pipeline, prospect for new business, leverage existing relationships, and advocate for customers to drive growth in the PEO sector.