Manager of Customer Success, GlossGenius
$145-170k
Plus target equity
Operating system for appointment-based businesses.
Be an early applicant
Operating system for appointment-based businesses.
201-500 employees
Be an early applicant
$145-170k
Plus target equity
201-500 employees
Company mission
To enable business owners to reach new heights by growing their business and maximizing their income.
Role
Who you are
- Leadership Experience: 4+ years of experience in Customer Success or Onboarding, with a track record of leading teams in a high-growth SaaS environment
- Strategic Architect: You don't just follow a playbook; you enjoy building them. You have experience designing post-sales programs that drive customer loyalty
- Scaling Mindset: A desire to help shape a growing department, with an understanding of how to build sustainable team structures and processes
- Relationship Management: Exceptional ability to collaborate with Sales leadership and engage with high-value customers
- Technical Comfort: Understanding of data migration and technical implementation workflows, ensuring your team has the support they need to handle complex setups
- Analytical Skills: Comfortable using data to identify trends, predict churn, and prove the ROI of Customer Success initiatives
What the job involves
- As the Manager of Customer Success, you will lead a team of Onboarding Specialists dedicated to transitioning high-revenue customers onto our platform and ensuring their continued growth. This is a "player-coach" style strategic role: while you will manage the execution of the onboarding team, you will also be the primary architect of our broader post-sales customer journey
- You will be responsible for shaping how we engage with customers after they go live, identifying opportunities for expansion and retention, and designing the future organizational structure of the Customer Success department as we scale
- You will report to the Director of Revenue Operations. You must be commutable to our NYC headquarters. We default to being in-office 3-4 days per week with required attendance on Tuesdays and Thursdays
- Team Leadership: Lead, coach, and develop a team of Specialists, ensuring they successfully manage data migration, payments setup, and product enablement for high-value accounts
- Customer Success Strategy: Create and implement the roadmap for post-sales engagement, moving beyond technical setup to drive deeper product adoption, advocacy, and long-term retention
- Future Planning: Design the future of the Customer Success team, including defining new roles, hiring strategies, and the internal workflows needed to support a rapidly growing customer base
- Cross-Functional Partnership: Partner closely with Sales and Account Executives to ensure a seamless transition from "closed-won" to "active-user," and work with Product teams to advocate for features that reduce churn
- Operational Excellence: Use data and CRM insights to monitor the health of high-revenue accounts, stepping in as an escalation point for complex technical or relationship challenges
- Success Metrics: Define and track KPIs such as Time-to-Value (TTV), Net Retention, and customer health scores to measure the impact of your team and strategies
Our take
Business management platforms exist for a wide range of industries, including retail, hospitality, and healthcare. However, despite a modern facade the beauty industry lacks specialized software and still runs on generic CRMs and basic spreadsheets. Recognizing a gap in the market, GlossGenius has stepped in to provided a specialized business management platform for beauty salons, spas and studios.
With little competition in this niche, GlossGenius has swiftly captured a large market share, with triple-digit year on year revenue growth. It serves over 1000,000 businesses and has raised more than $70M.
With this funding, the company is aiming to accelerate platform development off the back of the release of consumer experience, payment and automation products. And it is well on the way to fulfilling its long-term aim of developing into the Toast of the beauty industry.
Steph
Company Specialist at Welcome to the Jungle
Insights
64% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jul 2023
$28m
SERIES C
Sep 2022
$25m
SERIES B
Total funding: $104.9m
Company HQ
SoHo, New York, NY
Leadership
Danielle Cohen-Shohet
(Founder & CEO)Prior to founding GLossGenius in 2015, Danielle was an Alternative investment Analyst at Goldman Sachs.
Leah Cohen-Shohet
(CBO)Leah joined GlossGenius in 2021 as Chief Business Officer. Prior to this, she worked in Go-To-Market Strategy & Launch at Archipelago. She also spent nearly 6 years at Symphony as a Strategic Chief of Staff, Global Head oCommunity Specialist Group and EVP of Growth & Adoption.
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