Customer Success Operations Manager

About Gloss Genius

Gloss Genius is building an ecosystem enabling entrepreneurs to succeed. We empower small business owners to focus on being creators, not admins, by offering a range of business management tools including booking and scheduling, marketing, analytics, payment processing and much more.

Over 100,000 small business owners have chosen to rely on Gloss Genius every day to run their entire set of business operations. Joining its powerful, intuitive platform with its vibrant, distinguished brand, Gloss Genius is the ideal combination of a fintech, SMB software, and consumer company all in one.

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 onto 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, 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.

• Flexible PTO.
• Competitive health & dental insurance options, with premiums partially or fully covered by Gloss Genius.
• Fertility and adoption benefits via Carrot.
• Generous, fully‑paid parental leave policy.
• 401(k) benefit – employees are eligible to contribute starting day 1 of employment.
• Professional Development – employees receive a yearly stipend for approved learning and educational‑related expenses.
• Pre‑tax commuter benefits.
• Dependent Care FSA.
• Home office support.
• Team bonding opportunities – as a distributed team, building meaningful bonds both virtually and in person is incredibly important to us! We are constantly evaluating how we accomplish this and currently, teams are given opportunities to gather in person throughout the year.

The starting base salary for this role in New York is between $170,000 and $215,000 plus target equity and benefits. The base salary offered is dependent upon many factors including skills, experience, location, and education. The base pay range is subject to change and may be modified in the future. Additionally, this role is currently eligible to participate in Gloss Genius’s equity plan as well as a range of health & wellbeing, retirement savings, and other benefits within our total rewards offering.

At Gloss Genius, we celebrate our differences and are committed to creating a workplace where all employees feel supported and empowered to do their best work. We believe this benefits not only our employees but our product, customers, and community as well. Gloss Genius is proud to be an Equal Opportunity and Affirmative Action Employer.