Job details

Director of Customer Success

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 125,000 Omnisend customers who are successfully growing their businesses through email and SMS marketing.

We are hiring a Director of Customer Success 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 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.

We expect that you’ll bring:

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.

What we offer in return:

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.

Omnisend Glassdoor Company Review

4.6

Omnisend DE&I Review

No rating

CEO of Omnisend

Rytis Lauris

Approve of CEO

Average salary estimate

$55200 / YEARLY (est.)

min

max

$55200K

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What You Should Know About Director of Customer Success, Omnisend

Join Omnisend as the Director of Customer Success in Vilnius, Lithuania, and take the lead in driving our customer-centric initiatives! At Omnisend, we believe in demystifying marketing for eCommerce brands by providing them with the tools they need to grow their online presence swiftly and affordably. You'll be heading a dedicated team of Customer Success Managers (CSMs) focused on ensuring our clients extract maximum value from our innovative email and SMS marketing platform. In this dynamic role, you'll be crafting strategic plans, optimizing processes, and managing a high-performing team to promote customer satisfaction and retention. As the Director, you'll implement policies that elevate customer service experiences and cultivate a supportive atmosphere where your team can thrive. You're not just managing; you're inspiring and motivating your team to forge genuine connections with clients, ensuring their success aligns with their business objectives. A critical aspect is fostering collaboration between the customer success team and other departments, creating a seamless operational flow. If you're passionate about customer success and ready to lead a remote or hybrid team with accountability and results, we invite you to apply and help us elevate our customer experience at Omnisend!

Frequently Asked Questions (FAQs) for Director of Customer Success Role at Omnisend

What skills do I need to be a successful Director of Customer Success at Omnisend?

To excel as a Director of Customer Success at Omnisend, you'll need a strong customer-centric attitude, proven experience in building and scaling customer success teams, and exceptional communication and interpersonal skills. Knowledge of customer success best practices, data interpretation, and a self-starter approach will also be crucial in leading your team and driving organizational change.