Senior Strategy & Operations Manager, Customer Success

GlossGenius is seeking a Strategy & Operations Lead to drive the strategy and execution for onboarding, retaining, and growing a larger, more complex customer base. This role sits at the center of critical business decisions, translating ambiguous problems into clear plans and executing them. As you demonstrate impact, you will take on additional strategic initiatives across the business.

Responsibilities will include:

• Own the strategy and execution roadmap for onboarding, retaining, and growing the larger customer segment, including onboarding design, early lifecycle engagement, and account expansion
• Define the operational model for the Onboarding Specialist team, including workflows, capacity planning, and organizational evolution as the segment scales
• Build analytics to track Customer Success performance, including onboarding conversion, time-to-value, expansion rates, and retention by segment, and translate data into actionable decisions
• Evaluate the economics and opportunity costs of competing initiatives, determining investment priorities and sequencing
• Design and run experiments across onboarding, lifecycle, and expansion, building a learning cadence that compounds over time
• Design AI-powered workflows to automate repeatable work across Customer Success, including health monitoring, lifecycle triggers, and reporting, keeping the team focused on high-value interactions
• Align Sales, Product, Marketing, and CX on operational requirements and cross-functional dependencies, then move on to the next high-priority problem
• Take on other high-priority strategic initiatives as the Customer Success motion matures

You’re a great fit if you:

• Have 6+ years of experience in strategy, operations, business analysis, or strategic finance, with a track record of tackling ambiguous problems and building durable solutions
• Have built AI-powered workflows that changed how a function operates, automating repeatable work and redirecting capacity toward higher-judgment problems
• Are comfortable building from scratch with minimal direction, making structural and strategic decisions in ambiguous problem spaces
• Possess a strong analytical foundation, including fluency with modeling and data tools, and can independently move from raw data to clear strategic recommendations
• Demonstrate proven ability to drive alignment and influence without direct authority across Sales, Product, Marketing, and Finance
• Are a clear written communicator, able to produce strategy documents, ops briefs, or executive summaries with clarity

Total Compensation

The starting base salary for this role in New York is between $170,000-$225,000 plus target equity and benefits. The base salary offered depends on skills, experience, and education, and may be modified in the future. This role is eligible to participate in GlossGenius’s equity plan and a range of health, wellbeing, and retirement benefits.

Additional benefits include:

• Competitive health and dental insurance options, effective on your first day
• Flexible PTO
• In-office lunch twice per week for NYC and SF employees, plus late night dinner stipends
• Access to Wellhub for 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 for personal recharge
• 401k benefit, eligible to contribute from day 1
• Dependent Care FSA
• Paid parental leave
• Fertility and adoption benefits via Carrot and Kindbody

GlossGenius is an Equal Opportunity and Affirmative Action Employer. We celebrate differences and are committed to creating a workplace where all employees feel supported and empowered to do their best work.