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Customer Success Manager

2 months ago

Charleston, United States Omnisend Full time

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 100,000 Omnisend customers who are successfully growing their businesses through email and SMS marketing.

About the role:

The Customer Success Manager role at Omnisend is a crucial part of our customer and partner success. We highly believe in the importance of customer-centricity and are looking for individuals with a great positive attitude and ability to work well with merchants and partners alike. This position is perfect for client-oriented and goal-driven individuals who are passionate about ecommerce and marketing, have a problem-solving mindset and strong technical and interpersonal skills. This role requires the ability to work across organisational stakeholders and a research-based mindset.

What you'll do at Omnisend:

    • 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
We expect that you'll bring:
    • 1-2 years of customer success-related experience
    • An understanding of what main digital marketing metrics are and what is driving their trends (opens, clicks, conversions)
    • A proven track record of creative problem solving for customers
    • Experience and feels comfortable 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 ecommerce and marketing platforms
    • Experience in e-commerce, SaaS, project management -or- marketing and advising customers on marketing strategy is a plus
What we offer in return:
    • Experienced colleagues to learn from and top-notch equipment to get your work done effectively
    • An open office in beautiful Charleston, SC. Our team works both from the office and from home. Whatever setup allows you to do your best work
    • An unlimited learning budget complying with the best interest of Omnisend
    • Unlimited PTO, flexible working hours, and remote work possibilities
    • Competitive base salary plus commissions
    • Great company paid health insurance included (100% of the employee premium as well as 100% of out of pockets maximums up to $4000/year per person or $8000/year covered for your family) Yes - you read that correct - 100% of your health insurance and out of pocket costs are covered by the company
    • Fully-covered Supplemental Benefits: Short-Term and Long-term Disability Income, Life Insurance
    • Unlimited access to personal therapy sessions
    • Personal workstation budget ($500)
    • 401(k) retirement plan: Omnisend will contribute 5% of your salary to your 401k account regardless if you contribute or not
    • Work anniversary gifts like house cleaning services, bikes, or scooters;International workations and team-building events both in the US and around the world.