Customer Success Operations Manager

Summary

Join Omnisend, a customer-funded, data-driven company, as their Customer Success Operations Manager. You will optimize the effectiveness and scalability of the global Customer Success organization, reporting to the Director of Customer Success. Key responsibilities include streamlining daily operations, enhancing reporting, driving AI & automation initiatives, enabling revenue growth, managing churn operations, and enabling the team through training and development. The ideal candidate possesses 3+ years of experience in a relevant operational role within SaaS, strong data skills, a proactive mindset, and excellent communication skills. Omnisend offers a competitive salary, unlimited learning budget, private health insurance, flexible working hours, and various other benefits.

Requirements

• 3+ years of experience in a CS, Account Management, Sales, or Marketing operations role, ideally in SaaS
• Strong data skills (Excel, BI, CRM (Hubspot), SQL experience a plus)
• Highly organized, with a knack for simplifying the complex and scaling what works
• A proactive mindset and ownership mentality - you don’t wait to be asked
• Experience implementing new tools or workflows across teams
• Comfortable leading change, and energizing others through process improvements
• Excellent communication skills in English (Lithuanian a bonus)
• Passion for customer success, growth, and making the team around you stronger

Responsibilities

• Streamline daily CS operations: by identifying inefficiencies, consolidating manual spreadsheets, and migrating them into scalable dashboards and systems
• Maintain and enhance reporting : maintain and continuously improve dashboards and collaborate with Data Ops and CRM Managers to automate reporting
• Drive AI & automation initiatives : lead monthly “AI Days” for the CS team. Research and implement AI-powered solutions and build automations that improve outreach, segmentation, and internal workflows
• Enable revenue growth : analyze account-management strategies, develop playbooks and templates, and refine proactive touchpoints to boost upsells and retention
• Own churn operations : monitor patterns, identify root causes, standardize retention processes, and design scalable solutions that maximize CSM client-facing time by minimizing admin workload
• People enablement : work with CS leaders to spot skill gaps, organize training, shape career paths, and design scalable onboarding for new CSMs
• Act as the connector across Sales, Product, Support, and Onboarding, unblocking the CS team and improve efficiency

Benefits

• Gross salary €3000 - €4300/month, depending on experience
• Unlimited learning budget for self-improvement
• Private health insurance
• Unlimited access to psychotherapy
• Flexible working hours & remote work opportunities
• Workstation budget
• Personalized work anniversary gifts (house cleaning, flights, spa days, etc.)