Customer Success Manager
Customer Success Manager
Omnisend, UAB
Customer Success Manager

Customer Success ManagerOmnisend, UAB

Join an exciting and growing team at the forefront of online commerce marketing and start a career path that can help you excel! The Customer Success Manager role at Omnisend is a crucial part of our customer and partner success. We highly believe in the importance of customer-centricity and are looking for individuals with a great positive attitude and ability to work well with merchants and partners alike. This position is perfect for client-oriented and goal-driven individuals who are passionate about ecommerce and marketing, have a problem-solving mindset and strong technical and interpersonal skills. This role requires the ability to work across organizational stakeholders and a research-based mindset.

What you’ll do @Omnisend:

  • Be passionate about customer success and establish themselves as a trusted advisor for Omnisend’s top tier customers;
  • Proactively develop strategies with our merchants to help increase revenue through digital marketing strategies for their managed accounts;
  • Onboard new clients, so they are set up for success. This may include assistance with migrating contacts, guiding them through a warmup process and helping them set up their first campaigns and automations across channels;
  • Be proactive with strategic advice and guidance on a weekly, bi-monthly or monthly cadence and respond to client questions in a timely manner;
  • Provide best practices to ensure clients are achieving their business goals;
  • Regularly review customer dashboards, address any open issues and ensure consistent messaging and appropriate escalation;
  • Keep merchants up to date on product releases and new features;
  • Contribute feedback to Product/Engineering on platform improvements to enhance customer engagement;
  • Conduct QBRs, establish quarterly goals for customers and help achieve them;
  • Document troubleshooting and problem resolution steps.

We expect that you’ll bring:

  • 1-2 years of customer-facing position experience;
  • Project management experience;
  • An understanding of what main digital marketing metrics are and what is driving their trends (opens, clicks, conversions);
  • A proven track record of creative problem solving for customers;
  • Experience and feels comfortable discussing business and sales topics with clients during renewal or cancelation conversations;
  • Excellent communication skills via chat, phone, video conference, and email;
  • Strong time management skills and feels comfortable working remotely or in the office;
    An understanding of (either some or all): Slack, Zoom, Intercom, Mixpanel, Planhat, Hubspot, G-Suite, and Omnisend or other ecommerce and marketing platforms;
  • The ability to travel for work from time to time;
  • Fluent Lithuanian language skills;
  • Fluent English language skills;
  • Experience in ecommerce, SaaS, project management -or- marketing, and advising customers on marketing strategy is a plus!

What we offer in return:

  • Monthly gross salary starting from 2800 Eur gross; 
  • Salary review every quarter;
  • An unlimited learning budget for self-improvement complying with the best interest of Omnisend (after 3 months);
  • Working methods and best practices inspired by the best tech companies in Silicon Valley;
  • Senior colleagues (over 70%) enable us to have a high-performing, productive environment where your growth will accelerate;
  • Flexible working hours and remote work possibilities;
  • Private health insurance;
  • Unlimited access to psychotherapy;
  • Workstation budget (420 Eur);
  • Work anniversary gifts like house cleaning services, bikes, or scooters;
  • Attractive workations and team-led team-building events.

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