Customer Success Manager

Summary

Join Omnisend as a Customer Success Manager and become a trusted advisor for our top-tier customers. You will proactively develop strategies to increase revenue through digital marketing, onboard new clients, provide strategic guidance, and ensure clients achieve their business goals. This role requires excellent communication, problem-solving skills, and experience in customer success. You'll work with various stakeholders, utilize marketing platforms, and contribute to product improvements. Omnisend offers a supportive and collaborative environment with opportunities for professional growth and attractive benefits.

Requirements

• 1-2 years of customer success-related experience
• An understanding of what the main digital marketing metrics are and what is driving their trends (opens, clicks, conversions)
• A proven track record of creative problem-solving for customers
• Fluency in English and Chinese languages
• Experience and comfort 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 e-commerce 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

• Gross salary starting from 2800 EUR/month based on experience + commission depending on individual results
• An unlimited learning budget for self-improvement complying with the best interest of Omnisend
• Working methods and best practices inspired by the best tech companies in Silicon Valley
• Senior colleagues that enable us to have a high-performing, productive environment where your growth will accelerate
• Private health insurance
• Remote work possibilities
• Unlimited access to psychotherapy
• A workstation budget
• Personalized work anniversary gifts (house cleaning, spas, international flights & more that you choose depending on the year)
• Attractive workations and team-led team-building events