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.

• 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.

• 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.

• 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.