Customer Success Team Manager

Omnisend is an email and SMS marketing platform built specifically to help ecommerce stores grow their online businesses faster. With easy integration with major ecommerce platforms, ready-made automation and email templates, and award-winning 24/7/365 customer support, Omnisend makes it simple for businesses of all sizes to sell more without breaking the bank. The idea that "great marketing needs to be expensive" is proven wrong every day by over 100,000 Omnisend customers who are successfully growing their businesses through email and SMS marketing.

We are hiring a Customer Success Team Manager who will lead a dynamic team of Customer Success Managers (CSMs) dedicated to helping our clients maximize the value they derive from our platform. Your role will involve strategic planning, process optimization, and team management to ensure high levels of customer satisfaction, retention, and growth.

What you’ll do @Omnisend:

• Lead, mentor, and develop a team of Customer Success Managers, fostering a culture of continuous improvement and excellence
• Develop strong relationships with key customers, ensuring their success and satisfaction with Omnisend’s platform
• Identify and implement best practices to streamline customer success processes and enhance the overall customer experience
• Monitor team performance using key metrics and KPIs, and provide regular performance reports to senior management
• Gather and analyze customer feedback to drive product improvements and provide actionable insights to the product development team
• Work closely with Sales, Marketing, and Product teams to ensure customer needs are met and exceeded
• Contribute to the development and execution of the customer success strategy to support company growth objectives

We expect that you’ll bring:

• Bachelor's degree in Business Administration, Marketing, Data Science, or a related field
• 3+ years of managerial experience in Customer Success
• 5+ years experience in ecommerce/digital marketing
• Proficiency in CRM software (e.g., HubSpot, Planhat, Gainsight)
• Excellent organizational and project management skills
• Ability to influence and align the team towards common goals
• Strong communication skills, both written and verbal
• Passion for customer success and a deep understanding of the customer journey

What we offer in return:

• Experience working with a motivated and high-achieving team at a growing tech company
• Working with experienced team members and amazing customers across the world
• Working methods and best practices inspired by the best tech companies in the technology industry
• Training and onboarding to help you get setup for success at Omnisend
• Experienced colleagues to learn from and top-notch equipment to get your work done effectively. Most of our team runs on Macbooks, but if you prefer a PC we won’t judge
• An open office in beautiful Charleston, SC. Our team works both from the office and from home. Whatever setup allows you to do your best work
• An unlimited learning budget complying with the best interest of Omnisend
• Unlimited PTO, flexible working hours, and remote work possibilities
• Great company paid health insurance included (100% of the employee premium as well as 100% of out of pockets maximums up to $4000/year per person or $8000/year covered for your family) Yes - you read that correct - 100% of your health insurance and out of pocket costs are covered by the company
• Fully-covered Supplemental Benefits: Short-Term and Long-term Disability Income, Life Insurance
• Unlimited access to personal therapy sessions
• Personal workstation budget
• 401(k) retirement plan: Omnisend will contribute 5% of your salary to your 401k account regardless if you contribute or not
• Personalized work anniversary gifts, such as house cleaning, spa treatments, international flights etc.
• International workations and team-led team-building events both in the US and around the world