Manager, Customer Success

GlossGenius; New York (NY); On-site; USD 145,000 - 170,000; Full time

Benefits offered by this job

Flexible PTO

Competitive health & dental insurance

Generous parental leave policy

401k benefit

Professional Development stipend

Dependent Care FSA

Home office support

Job summary

GlossGenius is seeking a Manager of Customer Success in New York. In this strategic 'player-coach' role, you will lead a team of Onboarding Specialists and shape the customer journey following onboarding.

The position requires leadership experience and a strategic mindset to foster customer loyalty and ensure smooth onboarding for high-value accounts. The base salary ranges from $145,000 to $170,000, dependent on experience and skills.

Qualifications

• 4+ years in Customer Success or Onboarding, with at least 2+ years leading teams.
• Experience designing post-sales programs that drive customer loyalty.
• Strong collaboration skills with Sales leadership and high-value customers.

Responsibilities

• Lead, coach, and develop a team of Specialists for onboarding customers.
• Implement the roadmap for post-sales engagement to drive product adoption.
• Design the future of the Customer Success team with new roles and strategies.

Skills

Leadership Experience

Strategic Architect

Scaling Mindset

Relationship Management

Technical Comfort

Analytical Skills

AI Fluency

Job description

GlossGenius 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 Role

As 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 Do

• Team Leadership: Lead, coach, and develop a team of Specialists, ensuring they successfully manage data migration, payments setup, and product enablement for high-value accounts
• Customer Success Strategy: Create and implement the roadmap for post-sales engagement, moving beyond technical setup to drive deeper product adoption, advocacy, and long-term retention
• Future 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 base
• Cross-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 churn
• Operational 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 challenges
• Success 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 strategies
• AI-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 tasks

What We’re Looking For

• Leadership Experience: 4+ years of experience in Customer Success or Onboarding, with at least 2+ years of experience leading teams in a high-growth SaaS environment
• Strategic 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 processes
• Relationship Management: Exceptional ability to collaborate with Sales leadership and engage with high-value customers
• Technical Comfort: Understanding of data migration and technical implementation workflows, ensuring your team has the support they need to handle complex setups
• Analytical Skills: Comfortable using data to identify trends, predict churn, and prove the ROI of Customer Success initiatives
• AI 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 customers
• Flexible PTO
• Competitive health & dental insurance options, with premiums partially or fully covered by GG
• In-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 Carrot
• Generous, fully-paid parental leave policy
• 401k benefit - employees are eligible to contribute starting day 1 of employment
• Professional Development - employees receive a yearly stipend for approved learning and educational-related expenses
• Dependent Care FSA
• Home office support

The 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.