Manager, Customer Success

TL;DR

Manager, Customer Success: Lead and develop a team of Onboarding Specialists to transition high-revenue customers onto the platform and ensure their continued growth. Focus on shaping the post-sales customer journey, identifying expansion/retention opportunities, and designing future Customer Success organizational structure.

Location: Hybrid in New York, NY, with required attendance in-office 3-4 days per week on Tuesdays and Thursdays.

Salary: $145,000–$170,000

Company

GlossGenius builds an ecosystem for entrepreneurs, offering a range of business management tools for over 100,000 small business owners, combining fintech, SMB software, and consumer company aspects.

What you will do

• Lead, coach, and develop a team of Onboarding Specialists for high-value accounts.
• Create and implement the roadmap for post-sales customer engagement, focusing on product adoption, advocacy, and retention.
• Design the future of the Customer Success team, including new roles and internal workflows for scaling.
• Partner with Sales and Account Executives to ensure seamless customer transition and work with Product teams to reduce churn.
• Use data and CRM insights for operational excellence, managing account health and acting as an escalation point.
• Define and track KPIs such as Time-to-Value (TTV), Net Retention, and customer health scores.

Requirements

• 4+ years of experience in Customer Success or Onboarding, with team leadership in a high-growth SaaS environment.
• Experience designing post-sales programs that drive customer loyalty.
• Ability to help shape a growing department and 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.
• Comfortable using data to identify trends, predict churn, and prove ROI of Customer Success initiatives.

Culture & Benefits

• Flexible PTO and competitive health & dental insurance options.
• Fertility and adoption benefits via Carrot and Kindbody.
• Generous, fully-paid parental leave policy.
• 401k benefit, eligible to contribute starting day one.
• Yearly stipend for approved professional development and educational expenses.
• Pre-tax commuter benefits and Dependent Care FSA.
• Home office stipend.
• Opportunities for team bonding both virtually and in-person throughout the year.