About the role
About GlossGenius GlossGenius is the AI-powered system behind the world’s most meaningful appointments, helping 100,000+ service businesses earn more revenue and free up time for the work they love. Our agentic workforce gets more clients in the door, grows profit per appointment, and keeps clients coming back — doing the jobs owners never had time for and couldn’t justify hiring to fill. Businesses on GlossGenius process billions in annual payment volume, and see 65% more revenue using GlossGenius Payments by growing ticket size, rebooking clients at checkout, and saving on processing fees.
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
