Customer Success Manager

Summary

Join Omnisend as a Customer Success Manager and play a crucial role in ensuring customer and partner success. You will proactively develop strategies to increase revenue for our top-tier clients, onboard new clients, provide strategic advice and guidance, and ensure clients achieve their business goals. This role requires excellent communication and problem-solving skills, experience in customer success, and an understanding of digital marketing metrics. You'll work with a variety of tools and platforms, contributing feedback to improve customer engagement. Omnisend offers a competitive salary, comprehensive benefits, and a flexible work environment.

Requirements

• 1-2 years of customer success-related 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 in the office or remotely
• An understanding of (either some or all): Slack, Zoom, Intercom, Mixpanel, Hubspot, G-Suite, and Omnisend or other ecommerce and marketing platforms

Responsibilities

• 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

Preferred Qualifications

Experience in e-commerce, SaaS, project management -or- marketing and advising customers on marketing strategy

Benefits

• Experienced colleagues to learn from and top-notch equipment to get your work done effectively
• 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
• Competitive base salary plus commissions
• 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)
• Fully-covered Supplemental Benefits: Short-Term and Long-term Disability Income, Life Insurance
• Unlimited access to personal therapy sessions
• Personal workstation budget ($500)
• 401(k) retirement plan: Omnisend will contribute 5% of your salary to your 401k account regardless if you contribute or not
• Work anniversary gifts like house cleaning services, bikes, or scooters;International workations and team-building events both in the US and around the world