GlossGenius · 5 hours ago
Manager, Customer Success
New York, NY
Full-time
Hybrid
Mid, Senior Level
$145K/yr - $170K/yr
4+ years expGlossGenius is building an ecosystem that enables entrepreneurs to succeed. As the Manager of Customer Success, you will lead a team of Onboarding Specialists, focusing on transitioning high-revenue customers onto the platform and ensuring their continued growth.
FinTechMobile AppsSaaS
Responsibilities
Lead, coach, and develop a team of Specialists, ensuring they successfully manage data migration, payments setup, and product enablement for high-value accounts
Create and implement the roadmap for post-sales engagement, moving beyond technical setup 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 the internal workflows needed 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, stepping in 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
Qualification
Required
4+ years of experience in Customer Success or Onboarding, with a track record of leading teams in a high-growth SaaS environment
You don't just follow a playbook; you enjoy building them. You have experience designing post-sales programs that drive customer loyalty
A desire to help shape a growing department, with an understanding of how to build sustainable team structures and processes
Exceptional ability to collaborate with Sales leadership and engage with high-value customers
Understanding of data migration and technical implementation workflows, ensuring your team has the support they need to handle complex setups
Comfortable using data to identify trends, predict churn, and prove the ROI of Customer Success initiatives
Benefits
Flexible PTO
Competitive health & dental insurance options, with premiums partially covered by GG
Fertility and adoption benefits via Carrot and Kindbody
Generous, fully-paid parental leave policy
401k 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 stipend
Team Bonding: As a distributed team, being able to build 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.
Company
GlossGenius
GlossGenius is a vertical SaaS platform for small business owners across the salon and studio space.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$70.62MKey Investors
L CattertonBessemer Venture Partners2048 Ventures
2023-07-27Series C· $28M
2022-09-27Series B· $25M
2021-11-16Series A· $16.4M
Leadership Team
Danielle Cohen-Shohet
CEO & Founder
Recent News
2025-01-02
Gunderson Dettmer Stough Villeneuve Franklin & Hachigian, LLP - Gunderson Dettmer Advises Imaginary Ventures in its $25 million Series B
2024-12-06
Company data provided by crunchbase