Senior Customer Engagement Specialist

New York City

You're a customer-obsessed problem solver who thrives at the intersection of people, process, and product. You love diving into complex challenges, quickly learning what you need to move them forward, and guiding others to do the same. You're energized by leading teams, building structure from ambiguity, and helping both colleagues and customers succeed.

You take ownership - of outcomes, of processes, of the customer experience. Coaching others comes naturally to you, and you're skilled at creating clarity, supporting growth, and elevating team performance. You enjoy collaborating with smart, driven people and working directly with customers to ensure they get meaningful value from the product.

You're excited by the idea of joining a fast-growing startup where you can make an outsized impact - both strategically and hands-on. And, you're ready for your next adventure.

We are on a simple, yet daring mission: revolutionize the modern procurement software industry, and—dare we say… make it delightful. Delightful procurement.

Founded in 2022, Levelpath is a mobile-first platform powered by AI. We believe in software that's thoughtfully engineered to solve real problems and drive progress. With an $11.5 billion market growing rapidly, the opportunity is massive. Our founding team has built successful companies before, and we're backed by top-tier Silicon Valley VCs.

We deliver delightful user experiences across all stakeholders and partner closely with our customers to future-proof their procurement function - making enterprises faster, safer, and more transparent.

We're looking for a Customer Engagement Lead to join our team and take ownership of our Customer Engagement Operations (CSOps). Reporting into Product, you will lead and develop a team of Customer Engagement Specialists while also directly supporting our customers and building scalable systems.

This role is both strategic and hands-on: you'll coach the team, improve processes, surface customer insights, and ensure we deliver exceptional, consistent experiences across our customer base. You'll also partner closely with Product and Engineering to improve the platform and help shape how we scale.

This is a full-time position that will be based out of New York City.

• Lead, coach, and develop a team of Customer Engagement Specialists through regular mentorship, 1:1s, and performance guidance

• Set clear goals, priorities, and best practices to drive consistency and accountability across customer operations

• Take ownership of customer accounts by executing on expansion plans, engaging with the customer in weekly meetings, and conducting providing a world class customer experience

• Oversee day-to-day customer engagement, ensuring high-quality support across tickets, user guidance, documentation, and issue escalation

• Build and maintain deep expertise in the Levelpath platform, enabling the team to serve as trusted product experts

• Design, implement, and optimize scalable processes, workflows, and playbooks to improve operational efficiency

• Define and track key metrics to measure team performance, customer health, and engagement effectiveness

• Partner with Product and Engineering to share customer insights, report issues, and advocate for customer needs

• Identify friction points across the customer journey and ensure customers have the support and resources needed to fully adopt Levelpath

• 6–8+ years in customer-facing roles within B2B SaaS

• 2+ years of team leadership or mentorship experience (formal or informal)

• Proven success operating in fast-paced, high-growth environments

• Strong problem-solving and decision-making skills - comfortable with ambiguity

• Excellent communication skills and confidence engaging with cross-functional stakeholders

• Experience building and optimizing processes, playbooks, and operational frameworks

• High empathy, strong customer intuition, and a sense of urgency when issues arise

• Comfort managing multiple workstreams and prioritizing effectively

• BA or BS degree

• Willingness to travel to customers as needed

Benefits

• 100% Medical, dental, and vision insurance

• Flexible PTO, Parental Leave, Sick Leave

• Competitive compensation and equity package

• 401k

• Commuter benefits

• In-office snacks and Friday team lunches

• Team-driven happy hours and celebrations

The estimated annual cash salary for this role is $120,000 - $150,000.

Levelpath is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in our workplace.

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