Manager, Customer Success
GlossGenius, a leading AI-powered platform for appointment-based businesses, is seeking a Manager of Customer Success to lead a team of Onboarding Specialists. This role is pivotal in ensuring high-revenue customers are seamlessly integrated onto the platform and continue to thrive. The position reports directly to the Director of Revenue Operations and is based in New York City, with a hybrid work schedule requiring in-office presence 3-4 days per week, including mandatory attendance on Tuesdays and Thursdays.
In this "player-coach" role, the Manager will oversee the execution of the onboarding process while also designing and implementing strategies for post-sales engagement. Key responsibilities include leading and developing a team of Specialists, creating a roadmap for customer engagement post-onboarding, and planning the future structure of the Customer Success department to support a growing customer base. Collaboration with Sales and Account Executives is essential to ensure a smooth transition from sales to active user, and working with Product teams to advocate for features that enhance customer retention.
The ideal candidate will have over four years of experience in Customer Success or Onboarding, with at least two years in a leadership role within high-growth technology companies. A strategic mindset is crucial, with experience in designing post-sales programs that drive customer loyalty. The role requires exceptional relationship management skills, technical comfort with data migration and implementation workflows, strong analytical abilities to monitor account health, and a demonstrated understanding of integrating AI into Customer Success operations.
GlossGenius offers a comprehensive benefits package, including flexible paid time off, competitive health and dental insurance options with premiums partially or fully covered, fertility and adoption benefits, generous fully-paid parental leave, a 401(k) plan with immediate eligibility, and a professional development stipend for approved learning and educational expenses.
Joining GlossGenius means becoming part of a dynamic and innovative team dedicated to empowering service businesses. The company fosters a collaborative environment with opportunities for professional growth and development. Employees are encouraged to contribute to the company's mission of helping businesses grow more with less busywork, all while enjoying a supportive and engaging workplace culture.