Senior Strategy and Operations Manager (Customer Success)

About this role

• The Strategy and Operations team at GlossGenius sits at the center of the most important decisions the business is making, translating ambiguous problems into clear plans and getting them executed
• In this role, you’ll start by owning the strategy and execution for how GlossGenius onboards, retains, and grows a larger, more complex customer base — an important and greenfield problem
• But the scope doesn’t stop there. As you demonstrate impact, you’ll take on other strategic initiatives across the business, wherever the most important work is
• You will report to the Chief Revenue Officer
• 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, you will take on other high-priority strategic initiatives across the business- The role requires strong analytical instincts, clear thinking und...