Director of Customer Success

Summary

Join Omnisend as the Director of Customer Success, leading a team of Customer Success Managers focused on maximizing client value from our email and SMS marketing platform. You will strategically plan, optimize processes, and manage your team to ensure high customer satisfaction, retention, and growth. This role involves driving organizational change, implementing policies, building team relationships, establishing OKRs, defining service levels, and collaborating across departments. Omnisend offers a competitive salary, quarterly reviews, a learning budget, flexible hours, remote work options, health insurance, and various other benefits.

Requirements

• Strong customer-centric attitude
• 3+ years proven experience in building and scaling customer success teams for a SaaS business
• Experience leading a hybrid or fully remote team
• Reputation for driving a culture of accountability, ownership, and results
• Deep understanding of customer success best practices, processes, and technological solutions used on a daily basis
• Vocal personality with excellent communication and interpersonal skills
• Ability to work with data, interpret data, draw out data-based decisions
• A self-starter approach to work with the ability to adapt in rapidly changing circumstances
• Creativity, strong problem-solving skills, and tactful conflict resolution skills
• Fluent in English

Responsibilities

• Lead a team of proactive Customer Success Managers, working with higher-tier customers and driving their success
• Drive organizational change by instilling a customer-centric mindset in the execution strategy
• Draft, implement, and execute policies and procedures to elevate the quality of the customer success experience
• Forge connections with your teams, understand their nuances, motivations, and challenges. Build a foundation of trust that empowers everyone to excel
• Establish quarterly OKRs and oversee advanced performance metrics for customer success managers
• Define and elevate service levels and requirements for the entire customer success organization with external and internal stakeholders
• Act as a key liaison between the customer success and other functional units within the company to ensure seamless collaboration

Benefits

• Gross salary from 4600 EUR/month based on experience
• Quarterly salary reviews
• 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