About GlossGenius
GlossGenius is the AI-powered system behind the world's most meaningful appointments, helping 120,000+ service businesses earn more revenue and free up time for the work they love. Our agentic workforce gets more clients in the door, grows profit per appointment, and keeps clients coming back — doing the jobs owners never had time for and couldn't justify hiring to fill. Businesses on GlossGenius process billions in annual payment volume, and see 65% more revenue using GlossGenius Payments by growing ticket size, rebooking clients at checkout, and saving on processing fees.
About the Role
GlossGenius's customer base is growing fast, and our post-sales experience will be a real competitive differentiator. In this role, you'll lead the team of Onboarding Specialists responsible for getting high-revenue customers live on the platform, and you'll help to architect our broader Customer Success motion as we scale. You'll define what great looks like, from team structure to engagement strategy to the AI-powered workflows that make the whole operation run more effectively. This is a player-coach role that requires strong management instincts and a builder's orientation: you'll need to be in the work while simultaneously designing the system around it.
You will report to the Director of Revenue Operations. You must be commutable to our NYC headquarters and will operate in an in-person environment. We default to being in-office 3–4 days per week with required attendance on Tuesdays and Thursdays.
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. The compensation package offered is dependent upon many factors including skills, experience, location, and education. The range is subject to change and may be modified in the future. Additionally, this role is currently eligible to participate in GlossGenius's equity plan as well as a range of health & wellbeing, retirement savings, and other benefits within our total rewards offering.
At GlossGenius, we celebrate our differences and are committed to creating a workplace where all employees feel supported and empowered to do their best work. We believe this benefits not only our employees but our product, customers, and community as well. GlossGenius is proud to be an Equal Opportunity and Affirmative Action Employer.
Personal Information: Notice at Collection for Employees and Applicants
Agency Submissions
If a resume or applicant is submitted to GlossGenius by a third party without a signed search agreement in place, it will become the property of GlossGenius and no fee will be paid, irrespective of whether the candidate is hired.
GlossGenius may use automated tools, including artificial intelligence and machine learning systems (AI Tools), to assist in evaluating applicants’ qualifications and fitness for the position. These AI Tools may be used alongside human review during one or more stages of the recruiting process, including application screening, skills assessments, and interviewing. No final hiring decision will be made solely by AI Tools without human oversight.
Skills Required
- 4+ years in Customer Success or Onboarding, including at least 2 years managing teams
- Experience building AI-powered workflows for CS/onboarding (health monitoring, churn detection, onboarding automation)
- Proven ability to lead teams through operational shifts, including implementing new tools and workflows
- Strong data-driven skills using health scores, retention trends, and Time-to-Value to inform decisions
- Experience partnering closely with Sales/Account Executives to drive adoption, expansion, and reduce churn
- Able to serve as escalation point for complex technical or relationship challenges on high-revenue accounts
- Must be commutable to NYC and work in-person 3-4 days per week (required attendance Tuesdays and Thursdays)
- Player-coach orientation — comfortable doing hands-on onboarding while designing broader CS systems
What the Team is Saying
GlossGenius Compensation & Benefits Highlights
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Healthcare Strength — Comprehensive medical, dental, and vision coverage is offered, with premiums fully or partially paid depending on plan. Mental‑health support and FSA options are also noted.
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Leave & Time Off Breadth — Unlimited PTO is provided alongside paid holidays and sick time. Remote‑work flexibility further supports taking time off without rigid accrual limits.
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Parental & Family Support — Paid parental leave is available in the U.S., complemented by fertility and adoption benefits through Carrot. The employer‑verified leave policy was recently updated, indicating active management of family support programs.
GlossGenius Insights
What We Do
GlossGenius is one of the fastest growing solutions powering small business owners across the US in the beauty & wellness space with elegant, vibrant, and intuitive software. GlossGenius’s complete “business-in-a-box” platform spans powerful SaaS and fintech solutions, enabling tens of thousands of business owners to run their entire set of business operations every day.
Why Work With Us
We have product-market fit and a passionate customer base.The opportunities ahead are limitless. Our culture is empowering, fast-paced, and challenging. If you're seeking an intellectually curious workplace with space to learn and grow, you're in the right place.
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GlossGenius Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
GlossGenius is committed to a collaborative environment where employees have flexibility in work arrangements, while also maintaining a headquarters in New York City. Our NYC-based employees work onsite 2 days a week in our beautiful USQ office.
