Senior Strategy & Operations Manager, Customer Success

Responsibilities

• Own the strategy and execution roadmap for customer onboarding, retention, and growth for larger customer segments.
• Define the operational model for the Onboarding Specialist team, including capacity planning and workflow design.
• Build an analytics layer to track CS performance metrics such as onboarding conversion, time-to-value, and retention.
• Design and implement AI-powered workflows to automate repeatable tasks like health monitoring and lifecycle triggers.
• Evaluate the economics of competing initiatives to determine investment priorities and sequencing.
• Drive cross-functional alignment across Sales, Product, Marketing, and CX to support the customer success motion.

Requirements

• 6+ years of experience in strategy, operations, business analysis, or strategic finance.
• Proven experience building AI-powered workflows that automate work and increase operational capacity.
• Strong analytical foundation with fluency in modeling and data tools to drive strategic recommendations.
• Ability to operate with high autonomy and solve ambiguous problems from first principles.
• Excellent written communication skills for producing strategy documents and executive summaries.
• Ability to work in a hybrid environment in New York City (3–4 days per week in-office).

Benefits

• Competitive health and dental insurance effective from day one.
• Flexible PTO and paid parental leave.
• 401k benefits with eligibility starting on your first day.
• Annual professional development stipend.
• Fertility and adoption benefits via Carrot and Kindbody.
• In-office lunch twice per week for NYC employees.

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 manage client engagement, processing billions in annual payment volume.