Customer Success Manager

Title: Customer Success Manager

Location: Remote – USA

About GlossGenius

GlossGenius is building an ecosystem enabling entrepreneurs to succeed. We empower small business owners to focus on being creators, not admins, by offering a range of business management tools including booking and scheduling, marketing, analytics, payment processing and much more.

Tens of thousands of small business owners have chosen to rely on GlossGenius every day to run their entire set of business operations. With its powerful, intuitive platform, GlossGenius is some part a fintech company, some part an SMB software company, while its vibrant, distinguished brand makes it some part a consumer company.

About the Role

GlossGenius is looking for a customer-obsessed, detail-oriented Customer Success Manager to communicate the value of GlossGenius to new and existing customers. In this role, you’ll work with customers in a one-to-one and one-to-many approach and communicate key learnings to the business to drive the business roadmap forward. You will be proactively connecting with customers to help them achieve their business goals while helping Glossgenius achieve ours.

You’ll report to the Manager of Customer Success and can work from our New York City office or remotely from anywhere within the continental United States.

What You’ll Do

• Help our customers achieve their business goals through education and engagement tactics of product and industry knowledge
• Help Glossgenius achieve its goals by reducing customer churn and increasing customer spend through upsell outreach or new product attach
• Design and run new types of customer engagement initiatives including, but not limited to, customer education demos, calls and webinars
• Engage with and train team members working in the onboarding queue and live phones team on value-positioning and upskilling calls
• Develop content for our customer-facing help center
• Assist customers in the queue during high volume periods by jumping on live phones, solving tickets or de-escalating interactions
• Share customer feedback with appropriate internal teams to drive company goals
• Onboard customers to set them up for success via phone, email, and text

What We’re Looking For

• 2+ years experience in a customer success, account management, sales, or consulting role
• At least 1+ year of experience working in SaaS
• Proven record of driving customer value and meeting or exceeding performance standards
• Ability to engage and connect with all types of customers
• A growth mindset – with a desire to find the right solution for every problem
• A willingness to work in an entrepreneurial environment
• Past experience in the beauty or wellness space is a plus

Benefits & Perks

• Flexible PTO
• Competitive health & dental insurance options, with premiums partially covered by GG
• Fertility and adoption benefits via Carrot and Kindbody
• Generous, fully-paid parental leave policy
• 401k benefit – employees are eligible to contribute starting day 1 of employment
• Professional Development – employees receive a yearly stipend for approved learning and educational-related expenses
• Pre-tax commuter benefits
• Dependent Care FSA
• Home office stipend
• Team Bonding opportunities – annual company retreat for entire team, plus virtual events throughout the year

The starting base salary for this role in New York, California, and Washington is between $74,315 – $97,750+ benefits. The base salary offered is dependent upon many factors including skills, experience, location, and education. The base pay range is subject to change and may be modified in the future.

In order to enter the NY office or participate in any in-person events, all employees must show proof of vaccination against COVID-19. For those individuals who are unable to be vaccinated, GlossGenius will engage in an interactive process to determine a reasonable accommodation.

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.