Strategy & Operations Manager, Customer Success

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 a Strategy & Operations Manager, Customer Success you will play a critical role in supporting and driving our strategic shift towards serving larger customers and expanding into new verticals within the beauty and wellness industry. You will be responsible for helping us build out the strategy and execution for our Customer Success across onboarding, early lifecycle and account expansion. This is a deeply cross-functional role across Sales, Product and CX. Prior experience in this area is not required - we want an analytical problem solver for this role.

You will report to the Chief Revenue Officer. You must be commutable to our NYC headquarters and will operate in a hybrid environment with 3-4 days per week with required attendance on Tuesdays and Thursdays.

What You'll Do

• Contribute to the development and execution of the roadmap successfully bringing larger customers on to the platform and setting them up for success
• Help define the day to day activities for our Onboarding Specialists today and then how this organization should develop over time
• Collaborate with cross-functional teams including Sales, Marketing, Product and CX to identify operational needs and ensure execution processes are aligned to support onboarding and , early lifecycle success and expansion
• Analyze the economics, value, and opportunity costs of various related initiatives, determining which channels we should use and how much we should invest
• Support the design and execution of tests and experiments related to all of the above

What We're Looking For

• 6+ years of relevant experience in operations, strategy, business analysis, or strategic finance, preferably in a rapidly changing startup environment
• Strong skills in synthesizing data and translating insights into clear, actionable customer strategies; comfort with analytical tools and modeling, and an ability to investigate root causes
• A resourceful and scrappy operator excited to contribute to scaling new customer segments from the ground up, adept at creating clarity in ambiguous problem spaces with minimal oversight
• Proven ability to work closely with and influence without direct authority across diverse cross-functional teams (e.g., Product, Sales, Marketing, Finance), building strong relationships to achieve shared customer goals

Benefits & Perks

• Flexible PTO
• Competitive health & dental insurance options, with premiums partially or fully covered by GG
• 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
• Pre-tax commuter benefits
• Dependent Care FSA
• Home office support
• Team Bonding opportunities - as a distributed team, being able to build meaningful bonds both virtually and in person is incredibly important to us! We are constantly evaluating how we accomplish this and currently, teams are given opportunities to gather in person throughout the year

The starting base salary for this role in New York is between $170,000-$215,000 + target equity + 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.

At GlossGenius, we celebrate our differences and are committed to creating a workplace where all employees feel supported and empowered to do their best work. We believe this benefits not only our employees but our product, customers, and community as well. GlossGenius is proud to be an Equal Opportunity and Affirmative Action Employer.

Personal Information: Notice at Collection for Employees and Applicants

Agency Submissions

If 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.