Senior Strategy & Operations Manager, Customer Success
GlossGenius is seeking a Strategy & Operations Manager, Customer Success to support and drive our strategic shift towards serving larger customers and expanding into new verticals within the beauty and wellness industry. This role involves building out strategy and execution for Customer Success across onboarding, early lifecycle, and account expansion, working cross-functionally with Sales, Product, and CX teams. The position reports to the Chief Revenue Officer and requires a hybrid work schedule with 3-4 days per week in the New York City office, including mandatory attendance on Tuesdays and Thursdays.
Key responsibilities include contributing to the development and execution of the roadmap for successfully bringing larger customers onto the platform and setting them up for success. The role also involves defining day-to-day activities for Onboarding Specialists and shaping the organization's development over time. Collaboration with cross-functional teams such as Sales, Marketing, Product, and CX is essential to identify operational needs and ensure execution processes align with onboarding, early lifecycle success, and expansion goals. Additionally, the position requires analyzing the economics, value, and opportunity costs of various related initiatives, determining optimal channels and investment levels, and supporting the design and execution of tests and experiments related to these areas.
Candidates should have over 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 are required, along with proficiency in analytical tools and modeling, and an ability to investigate root causes. The ideal candidate is a resourceful and proactive 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) is essential, building strong relationships to achieve shared customer goals.
The starting base salary for this role in New York is between $170,000 and $215,000, plus target equity and benefits. The base salary offered depends on factors including skills, experience, location, and education. Additionally, this role is eligible to participate in GlossGenius’s equity plan and a range of health and wellbeing, retirement savings, and other benefits within our total rewards offering.
GlossGenius is 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.