Manager, Customer Success

Responsibilities

• Lead, coach, and develop a team of Onboarding Specialists responsible for high-value account enablement and data migration
• Design and deploy AI-powered workflows to automate health monitoring, churn signal detection, and onboarding communications
• Architect the broader Customer Success motion and post-sales engagement roadmap to drive sustained product adoption and retention
• Define and track key performance indicators including Time-to-Value (TTV), Net Retention, and customer health scores
• Partner with Sales and Account Executives to bridge the gap between closed-won deals and active users
• Serve as the primary escalation point for complex technical or relationship challenges on high-revenue accounts

Requirements

• 4+ years of experience in Customer Success or Onboarding
• 2+ years of team leadership experience within a high-growth technology company
• Proven experience building and implementing AI-powered workflows to automate CS functions
• Strong data-driven decision-making skills with experience managing retention and TTV metrics
• Ability to work in a hybrid capacity, commuting to the NYC headquarters 3–4 days per week

Preferred Qualifications

• Experience leading teams through significant operational shifts or tool implementations
• Ability to thrive in a fast-paced environment by shipping iterative versions of processes (v1) rather than waiting for perfect clarity
• Understanding of Customer Success as a revenue-driving function rather than a support function

Benefits

• Competitive health and dental insurance effective from day one
• Flexible PTO and paid parental leave
• 401k benefits and Dependent Care FSA
• Annual professional development stipend
• In-office lunch twice per week and late-night dinner stipends for NYC employees
• Access to Wellhub for wellness and mental health resources
• Fertility and adoption benefits via Carrot and Kindbody

About the Company

GlossGenius is the AI-powered system behind the world's most meaningful appointments, helping over 120,000 service businesses earn more revenue and free up time for the work they love. Our agentic workforce helps owners grow profit per appointment and automate essential business tasks, processing billions in annual payment volume.