Strategy & Operations Manager, Customer Success

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.

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.

• →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

• 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