OperationsFull-time
Senior Strategy & Operations Manager, Customer Success
New York, NY
GlossGeniusposted today
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posted todayvia GlossGenius careers
About the role
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 is expanding into larger, multi-location service businesses and the go-to-market strategy for this segment is still being built. As Senior Product Marketing Manager for Upmarket, you'll own that build, from customer discovery and ICP definition through positioning, launch, and ongoing iteration. You'll be the connective tissue across Marketing, Creative, Product, Sales, Growth, and Strat Ops, and the internal voice of the upmarket customer on everything from roadmap decisions to sales collateral.
This isn't a role where the playbook exists and you execute it. The segment is emerging, the motion is evolving, and the person who succeeds here will have written the approach from scratch.
You will report to the Senior Director of Product Marketing. 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
Own the go-to-market strategy for the upmarket segment from positioning through launch and ongoing iteration, ensuring messaging resonates with larger service businesses and clearly differentiates GlossGenius from competitors
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New York, NY
Hybrid New York City or San Francisco
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Stay in the loop
Design AI-powered workflows for customer research, competitive analysis, and content production that compress the cycle between insight and execution across the upmarket GTM motion
Build and evolve a funnel with Sales, Product, and Growth that blends PLG motions with direct sales, defining where each works best
Lead market research and competitive analysis to surface upmarket-specific pain points, buying behaviors, and emerging trends
Equip marketing with channel assets that acquire this segment and arm sales with collateral, case studies, and competitive positioning that closes deals
Define success metrics and ICP in partnership with Strategy and Operations, tracking pipeline, conversion, ACV, and retention
Influence product roadmap decisions based on customer insights, market demands, and competitive gaps, serving as the voice of the upmarket customer inside the company
What We're Looking For
4+ years of product marketing experience, with proven end-to-end experience taking a company into a larger customer segment and building the GTM motion from scratch
You have built AI-powered workflows for research, competitive analysis, or content production that changed how a PMM function operates, not just made individual tasks faster
Comfortable operating in ambiguity, with a track record of defining the approach when no playbook exists
Deep understanding of sales enablement and competitive positioning, with demonstrated ability to move win rates through collateral, training, and messaging that actually lands with sales reps
Data-driven approach to decision-making, making calls based on what the funnel and customers are signaling rather than intuition alone
Strong written and verbal communication skills, with the ability to distill complex ideas into clear, compelling messaging for multiple audiences
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 $160,000–$180,000 + 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.
New York, NY