Senior Customer Engagement Specialist (New York City)

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.

Levelpath is the modern AI procurement platform for global enterprises. Since our founding in 2022, we have been on a mission to make procurement delightful. Uniquely intuitive, Levelpath makes procurement more nimble in days and unlocks savings in weeks, while delivering clarity, control and intelligence for all stakeholders. Levelpath provides a complete view of spend for procurement, finance, legal and IT - from intake and sourcing to contracting and payment. Built in AI delivers contextually relevant and genuinely helpful answers, uncovering valuable opportunities and dramatically increasing efficiency. Global brands trust Levelpath’s deep procurement expertise to transform their business outcomes and drive value from their supplier relationships.

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.

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

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

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  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

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

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

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

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

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

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  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