Strategy & Operations Manager, Customer Success

GlossGenius is seeking a Strategy & Operations Manager, Customer Success to help drive our strategic shift toward serving larger customers and expanding into new verticals within the beauty and wellness industry. This role will be responsible for building out strategy and execution for Customer Success across onboarding, early lifecycle, and account expansion, working cross-functionally with Sales, Product, and CX.

Responsibilities will include:

• Contribute to the development and execution of the roadmap for successfully bringing larger customers onto the platform and setting them up for success
• Help define day-to-day activities for Onboarding Specialists and shape 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, early lifecycle success, and expansion
• Analyze the economics, value, and opportunity costs of various initiatives, determining which channels to use and investment levels
• Support the design and execution of tests and experiments related to onboarding, lifecycle, and expansion initiatives

You’re a great fit if you:

• Have 6+ years of relevant experience in operations, strategy, business analysis, or strategic finance, preferably in a rapidly changing startup environment
• Possess strong skills in synthesizing data and translating insights into clear, actionable customer strategies; are comfortable with analytical tools and modeling, and can investigate root causes
• Are 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
• Have a 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

Total Compensation

The starting base salary for this role in New York is between $170,000-$215,000 plus target equity.

Additional benefits include:

• Flexible PTO
• Competitive health & dental insurance options, with premiums partially or fully covered
• Fertility and adoption benefits
• Generous, fully-paid parental leave policy
• 401k benefit, eligible to contribute starting day 1
• Yearly stipend for approved learning and educational-related expenses
• Pre-tax commuter benefits
• Dependent Care FSA
• Home office support
• Team bonding opportunities, both virtual and in-person throughout the year