Manager, Customer Success

About GlossGeniusGlossGenius is building an ecosystem that enables entrepreneurs to succeed. We empower small business owners to focus on being creators, not admins, by offering a range of business management tools including booking and scheduling, marketing, analytics, payment processing, and much more.Over 100,000 small business owners have chosen to rely on GlossGenius every day to run their entire set of business operations. Joining its powerful, intuitive platform with its vibrant, distinguished brand, GlossGenius is the ideal combination of a fintech, SMB software, and consumer company all in one.About the RoleAs the Manager of Customer Success, you will lead a team of Onboarding Specialists dedicated to transitioning high-revenue customers onto our platform and ensuring their continued growth. This is a "player-coach" style strategic role: while you will manage the execution of the onboarding team, you will also be the primary architect of our broader post-sales customer journey.You will be responsible for shaping how we engage with customers after they go live, identifying opportunities for expansion and retention, and designing the future organizational structure of the Customer Success department as we scale.You will report to the Director of Revenue Operations. You must be commutable to our NYC headquarters. We default to being in-office 3-4 days per week with required attendance on Tuesdays and Thursdays.What You’ll DoTeam Leadership: Lead, coach, and develop a team of Specialists, ensuring they successfully manage data migration, payments setup, and product enablement for high-value accountsCustomer Success Strategy: Create and implement the roadmap for post-sales engagement, moving beyond technical setup to drive deeper product adoption, advocacy, and long-term retentionFuture Planning: Design the future of the Customer Success team, including defining new roles, hiring strategies, and the internal workflows needed to support a rapidly growing customer baseCross-Functional Partnership: Partner closely with Sales and Account Executives to ensure a seamless transition from "closed-won" to "active-user," and work with Product teams to advocate for features that reduce churnOperational Excellence: Use data and CRM insights to monitor the health of high-revenue accounts, stepping in as an escalation point for complex technical or relationship challengesSuccess Metrics: Define and track KPIs such as Time-to-Value (TTV), Net Retention, and customer health scores to measure the impact of your team and strategiesAI-Powered Operations: Build AI into the Customer Success motion — from automated health monitoring and churn signals to AI-assisted onboarding workflows and scaled customer communications — and develop your team's fluency so they're spending time on high-judgment relationship moments rather than manual tasksWhat We’re Looking ForLeadership Experience: 4+ years of experience in Customer Success or Onboarding, with at least 2+ years of experience leading teams in a high-growth SaaS environmentStrategic Architect: You don't just follow a playbook; you enjoy building them. You have experience designing post-sales programs that drive customer loyalty.Scaling Mindset: A desire to help shape a growing department, with an understanding of how to build sustainable team structures and processesRelationship Management: Exceptional ability to collaborate with Sales leadership and engage with high-value customersTechnical Comfort: Understanding of data migration and technical implementation workflows, ensuring your team has the support they need to handle complex setupsAnalytical Skills: Comfortable using data to identify trends, predict churn, and prove the ROI of Customer Success initiativesAI Fluency: A demonstrated point of view on how AI can improve Customer Success outcomes at scale — you've used or evaluated AI tools for customer health scoring, churn prediction, onboarding automation, or personalized outreach, and you know how to build team habits around these tools without sacrificing the high-touch experience that retains high-value customersBenefits & PerksFlexible PTOCompetitive health & dental insurance options, with premiums partially or fully covered by GGIn-person opportunities that are designed to help team members foster collaboration and build community (ie; working out of a co-working space, team dinners, and other team building activities)Fertility and adoption benefits via CarrotGenerous, fully-paid parental leave policy401k benefit - employees are eligible to contribute starting day 1 of employmentProfessional Development - employees receive a yearly stipend for approved learning and educational-related expensesPre-tax commuter benefitsDependent Care FSAHome office supportThe starting base salary for this role in New York is between $145,000-$170,000 plus target equity and benefits. The base salary offered is dependent upon many factors including skills, experience, location, and education. The base pay range is subject to change and may be modified in the future. Additionally, this role is currently eligible to participate in GlossGenius’s equity plan as well as a range of health & wellbeing, retirement savings, and other benefits within our total rewards offering. Personal Information: Notice at Collection for Employees and ApplicantsAgency SubmissionsIf a resume or applicant is submitted to GlossGenius by a third party without a signed search agreement in place, it will become the property of GlossGenius and no fee will be paid, irrespective of whether the candidate is hired. GlossGenius may use automated tools, including artificial intelligence and machine learning systems (AI Tools), to assist in evaluating applicants’ qualifications and fitness for the position. These AI Tools may be used alongside human review during one or more stages of the recruiting process, including application screening, skills assessments, and interviewing. No final hiring decision will be made solely by AI Tools without human oversight.