Manager, Customer Success
About Genius AI
Genius AI is building technology to help local businesses run themselves. Genius AI products do the admin work that keeps practitioners from the work they love and the people they serve. From GlossGenius to Reception, its products work 24/7 on busywork like booking, marketing, client management, finances, staff and inventory management, and more.
Genius AI technology has saved businesses 106M in admin hours, earned them $2.0B in additional revenue, and facilitated more than 624M client touch points.
About the Role
Genius AI'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 Genius AI's equity plan as well as a range of health & wellbeing, retirement savings, and other benefits within our total rewards offering.
At Genius AI, 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. Genius AI 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 Genius AI by a third party without a signed search agreement in place, it will become the property of Genius AI and no fee will be paid, irrespective of whether the candidate is hired.
Genius AI 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.