Manager, Customer Success

<p><strong>About GlossGenius</strong></p> <p>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.</p> <p><strong>About the Role</strong></p> <p>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.</p> <p>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.</p> <p>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.</p> <p><strong>What You’ll Do</strong></p> <ul> <li>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</li> <li>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</li> <li>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</li> <li>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</li> <li>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</li> <li>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</li> <li>AI-Powered Operations<strong>:<