Strategy & Operations Manager, Customer Success

About the role

GlossGenius is seeking a Strategy & Operations Manager for Customer Success to lead the expansion into larger accounts and new verticals within the beauty and wellness space. Reporting to the Chief Revenue Officer, you will shape the onboarding, early‑lifecycle, and expansion processes that drive revenue growth and client retention.

Key responsibilities

• Develop and execute a roadmap for acquiring and scaling larger customers on the platform.
• Define day‑to‑day activities for Onboarding Specialists and evolve the function over time.
• Partner with Sales, Marketing, Product, and CX teams to align operational processes with onboarding and expansion goals.
• Analyze economics, value, and opportunity costs of initiatives to prioritize investment.
• Design, run, and interpret tests and experiments to improve customer success outcomes.

Required profile

• 6+ years of experience in operations, strategy, business analysis, or strategic finance, preferably in a fast‑moving startup.
• Strong ability to synthesize data, uncover root causes, and translate insights into actionable strategies.
• Resourceful, scrappy operator comfortable building clarity in ambiguous environments with minimal supervision.
• Proven track record of influencing cross‑functional teams without direct authority.

Required skills

• Analytical tools and financial modeling (e.g., Excel, SQL, or comparable platforms).

What we offer

• Flexible PTO
• Competitive health and dental insurance with partially covered premiums