Senior Strategy & Operations Manager, Customer Success

What You'll Do

• Own the strategy and execution roadmap for how GlossGenius onboards, retains, and grows its larger customer segment, spanning onboarding design, early lifecycle engagement, and account expansion
• Define the operational model for the Onboarding Specialist team, including day-to-day workflows, capacity planning, and how the org should evolve as the customer segment scales
• Build the analytics layer that tracks CS performance including onboarding conversion, time-to-value, expansion rates, and retention by segment, translating that data into decisions
• Evaluate the economics and opportunity costs of competing initiatives, determining where to invest, what to deprioritize, and how to sequence the build
• Design and run experiments across onboarding, lifecycle, and expansion plays, building a learning cadence that compounds over time
• Design AI-powered workflows that automate repeatable work across the CS motion including health monitoring, lifecycle triggers, and reporting, so the team's time stays on high-value interactions
• Align Sales, Product, Marketing, and CX on the operational requirements and cross-functional dependencies that make the CS motion work, then move on to the next high-priority problem
• As the CS motion matures, take on other high-priority strategic initiatives across the business

What We’re Looking For

• 6+ years of experience in strategy, operations, business analysis, or strategic finance, with a track record of tackling ambiguous problems and building durable solutions rather than executing against defined playbooks
• Built AI-powered workflows that changed how a function operates, automating repeatable work and redirecting capacity toward higher-judgment problems
• Comfortable building from scratch with minimal direction, making calls on structure and approach in problem spaces where the answer isn't obvious and the brief isn't fully written
• Strong analytical foundation, including fluency with modeling and data tools, and the ability to move from raw data to a clear strategic recommendation independently
• Proven ability to drive alignment and influence without direct authority across Sales, Product, Marketing, and Finance
• Clear written communicator, able to produce a crisp strategy doc, an ops brief, or an exec summary with enough clarity that it doesn't require a follow-up meeting to explain

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