Corey Mrozinski

About Corey Mrozinski

I lead two interconnected functions at Payscale: a Technical Account Management program and a strategic AI program, both within the Customer Experience organization. Over my tenure at Payscale, I’ve supported a customer base of organizations and contributed to the company’s growth from $50M to $200M+ ARR.On the TAM side, I directly manage 8 Technical Account Managers and a TAM Manager, contributing to a broader program of 20+ TAMs. I also own our SME program - a structured initiative using quarterly confidence surveys, buddy groups, and targeted enablement that has driven 5%+ improvement in technical confidence quarter over quarter.On the AI side, I own the vision, roadmap, and governance of Payscale’s Conversational AI ecosystem including a customer-facing chatbot that has achieved 86% deflection across conversations, a 77% engagement rate, 4.0 CSAT, and $100k+ in savings within its first three months. Broader AI initiatives have also driven a 6% reduction in case volume and 10%+ improvement in response and resolution times.What makes this role unique is the intersection of the two: I can see in real time where AI is working, where it isn’t, and exactly what needs to change because I’m also responsible for the people and workflows it’s designed to support.I’m focused on scaling smarter, delivering measurable business outcomes, and building the strategic breadth to lead at the executive level.

Experience

1. Senior Manager, Customer Experience & Ai Programs

   Payscale

   Mar 2026 — Present

   Senior Manager leading a hybrid portfolio spanning Technical Account Management and AI Programs within Payscale\'s Customer Experience organization.AI ProgramsPartnered cross-functionally to design and launch Payscale\'s customer-facing Conversational AI chatbot, driving measurable deflection of support volume and reducing operational load on the support organizationOwn the multi-year strategic roadmap for Payscale\'s Conversational AI ecosystem, including Chatbot and Agent Assist, aligning program investment to core business metrics including NRR, churn reduction, and support scalabilityEstablished governance standards, KPI frameworks, and responsible AI guardrails across the full AI ecosystem, ensuring accuracy, security, and complianceServe as the primary AI leader in cross-functional partnership with Product, Engineering, Data, and CX leadership - translating technical capability into business outcomesLead experimentation and continuous improvement cycles to optimize deflection rates, assist adoption, and time-to-resolution impact across channelsTechnical Account ManagementManage a team of Technical Account Managers and co-own the strategic direction of Payscale\'s TAM program, ensuring consistent, high-quality delivery across the customer baseDrive TAM program development including performance standards, coaching frameworks, and operational alignment with Customer Success and Support leadershipPartner cross-functionally with Product and Engineering to surface customer insights from the TAM layer, influencing roadmap decisions and long-term platform improvementsBalance people leadership with program-level strategy, ensuring the TAM team is equipped to deliver proactive, expert-level customer engagement at scale

Education

• PennWest Clarion

  Master of Business Administration (MBA), MBA

  2015 — 2017

• Duquesne University

  Bachelor of Business Administration (B.B.A.)

  2007 — 2011