Manager, Customer Success

GlossGenius is seeking a Manager of Customer Success to lead a team of Onboarding Specialists dedicated to transitioning high-revenue customers onto our platform and ensuring their continued growth. This is a “player-coach” strategic role: you will manage the execution of the onboarding team and serve as the primary architect of our broader post-sales customer journey.

Responsibilities will include:

• Lead, coach, and develop a team of Specialists, ensuring successful management of data migration, payments setup, and product enablement for high-value accounts
• Create and implement the roadmap for post-sales engagement to drive deeper product adoption, advocacy, and long-term retention
• Design the future of the Customer Success team, including defining new roles, hiring strategies, and internal workflows to support a rapidly growing customer base
• Partner closely with Sales and Account Executives to ensure a seamless transition from “closed-won” to “active-user,” and work with Product teams to advocate for features that reduce churn
• Use data and CRM insights to monitor the health of high-revenue accounts, acting as an escalation point for complex technical or relationship challenges
• Define and track KPIs such as Time-to-Value (TTV), Net Retention, and customer health scores to measure the impact of your team and strategies
• Build AI into the Customer Success motion — from automated health monitoring and churn signals to AI-assisted onboarding workflows and scaled customer communications — and develop your team’s fluency so they focus on high-judgment relationship moments

You’re a great fit if you:

• Have 4+ years of experience in Customer Success or Onboarding, with at least 2+ years leading teams in a high-growth SaaS environment
• Enjoy building post-sales programs that drive customer loyalty and have experience designing them
• Have a scaling mindset and understand how to build sustainable team structures and processes
• Excel at collaborating with Sales leadership and engaging with high-value customers
• Understand data migration and technical implementation workflows, supporting your team through complex setups
• Are comfortable using data to identify trends, predict churn, and prove the ROI of Customer Success initiatives
• Have a demonstrated point of view on how AI can improve Customer Success outcomes at scale, and know how to build team habits around these tools while maintaining a high-touch experience

Total Compensation

The starting base salary for this role in New York is between $145,000-$170,000 plus target equity and benefits. The base salary offered depends on skills, experience, and education.

Additional benefits include:

• Flexible PTO
• Competitive health & dental insurance options, with premiums partially or fully covered
• In-person opportunities for collaboration and team building
• Fertility and adoption benefits
• Generous, fully-paid parental leave policy
• 401k benefit, eligible to contribute starting day 1
• Yearly stipend for professional development
• Pre-tax commuter benefits
• Dependent Care FSA
• Home office support

This role is eligible to participate in GlossGenius’s equity plan and a range of health, wellbeing, and retirement savings benefits.