Senior Strategy & Operations Manager, Customer Success

<p><strong>About Genius AI</strong></p> <p>Genius AI is building technology to help local businesses run themselves. Genius AI products do the admin work that keeps practitioners from the work they love and the people they serve. From GlossGenius to Reception, its products work 24/7 on busywork like booking, marketing, client management, finances, staff and inventory management, and more.</p> <p>Genius AI technology has saved businesses 106M in admin hours, earned them $2.0B in additional revenue, and facilitated more than 624M client touch points.</p> <p><strong>About the Role</strong></p> <p>The Strategy and Operations team at Genius AI sits at the center of the most important decisions the business is making, translating ambiguous problems into clear plans and getting them executed. In this role, you'll start by owning the strategy and execution for how Genius AI onboards, retains, and grows a larger, more complex customer base — an important and greenfield problem. But the scope doesn't stop there. As you demonstrate impact, you'll take on other strategic initiatives across the business, wherever the most important work is.</p> <p>The role requires strong analytical instincts, clear thinking under ambiguity, and the ability to move from problem framing through execution without needing a fully defined brief. Domain expertise in Customer Success is not a prerequisite. We're looking for someone who can tackle hard business problems from first principles and build durable solutions, regardless of the function.</p> <p>You will report to the Chief Revenue Officer. You must be commutable to our NYC headquarters and will operate in an in-person environment. 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>Own the strategy and execution roadmap for how Genius AI onboards, retains, and grows its larger customer segment, spanning onboarding design, early lifecycle engagement, and account expansion</li> <li>Define the operational model for the Onboarding Specialist team, including day-to-day workflows, capacity planning, and how the org should evolve as the customer segment scales</li> <li>Build the analytics layer that tracks CS performance including onboarding conversion, time-to-value, expansion rates, and retention by segment, translating that data into decisions</li> <li>Evaluate the economics and opportunity costs of competing initiatives, determining where to invest, what to deprioritize, and how to sequence the build</li> <li>Design and run experiments across onboarding, lifecycle, and expansion plays, building a learning cadence that compounds over time</li> <li>Design AI-powered workflows that automate repeatable work acro