# Manager, Customer Success

**Company:** [GlossGenius](https://hotfix.jobs/companies/glossgenius)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $145k – $170k/yr
**Experience:** 4+ years
**Skills:** Customer Success, Onboarding, Team Leadership, Ai-Powered Workflows, Health Monitoring, Churn Signal Detection, KPI Tracking, Time-To-Value, Net Retention, Customer Health Scores, Data Analysis, Sales Partnership
**Posted:** 2026-06-24

> Lead and develop a team of Onboarding Specialists while architecting AI-powered Customer Success workflows. Drive post-sales engagement, retention, and operational excellence at a high-growth SaaS company.

## Job Description

## What You'll Do
- Lead, coach, and develop a team of Onboarding Specialists through data migration, payments setup, and product enablement for high-value accounts, holding a high bar for what excellent onboarding looks like
- Design and deploy AI-powered workflows across the CS motion, including automated health monitoring, churn signal detection, and onboarding automation, so the team's time stays concentrated on high-judgment relationship moments
- Own the post-sales engagement roadmap, designing a customer journey that moves beyond just onboarding toward sustained product adoption, expansion, and long-term retention
- Define and track KPIs including Time-to-Value, Net Retention, and customer health scores, using those signals to course-correct before issues become fires
- Partner with Sales and Account Executives to close the gap between closed-won and active-user, and surface product feedback to reduce churn before it becomes a pattern
- Serve as the escalation point for complex technical or relationship challenges on high-revenue accounts

## What We're Looking For
- 4+ years of experience in Customer Success or Onboarding, with at least 2 years leading teams at a high-growth technology company
- Experienced builder of AI-powered workflows in a CS or onboarding context, automating health monitoring, churn signals, or onboarding communications, and understands the difference between using a tool and redesigning how the function operates around one
- You move quickly and course-correct without waiting for full clarity, more comfortable shipping a v1 and iterating than spending weeks on alignment before starting
- Proven ability to lead a team through a meaningful operational shift, including new tools or workflows, and able to effectively bring people along without losing momentum on the work itself
- Comfortable using data to run a CS org, including health scores, retention trends, and TTV benchmarks, and can translate that analysis into decisions rather than just reports
- Has worked closely with Sales and understands that CS at a high-growth company is a revenue function, not a support function

## Benefits & Perks
- Competitive health & dental insurance options, effective on your first day of employment
- Flexible PTO
- In-office lunch twice per week for NYC and SF employees, plus late night dinner stipends
- Access to Wellhub, a corporate wellness platform with discounted gym memberships, fitness classes, and mental health resources
- Annual stipend for professional development and continued learning
- High performers at 5 years receive a generous stipend to use however you recharge best
- 401k benefit: employees are eligible to contribute starting day 1 of employment
- Dependent Care FSA
- Paid parental leave
- Fertility and adoption benefits via Carrot and Kindbody
- The base salary for this role is between $145,000-$170,000 + equity + benefits

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