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Customer Success Team Lead

4 weeks ago

Charleston, South Carolina, United States Omnisend Full time
Customer Success Team Lead

Omnisend is a leading email and SMS marketing platform that helps ecommerce stores grow their online businesses. As a Customer Success Team Lead, you will be responsible for leading 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. You will lead, mentor, and develop a team of CSMs, fostering a culture of continuous improvement and excellence.

Key Responsibilities:

  • Develop strong relationships with key customers, ensuring their success and satisfaction with Omnisend's platform
  • Identify and implement best practices to streamline customer success processes and enhance the overall customer experience
  • Monitor team performance using key metrics and KPIs, and provide regular performance reports to senior management
  • Work closely with Sales, Marketing, and Product teams to ensure customer needs are met and exceeded
  • Contribute to the development and execution of the customer success strategy to support company growth objectives

Requirements:

  • Bachelor's degree in Business Administration, Marketing, Data Science, or a related field
  • ~3+ years of managerial experience in Customer Success
  • ~5+ years experience in ecommerce/digital marketing
  • ~ Proficiency in CRM software (e.g., HubSpot, Planhat, Gainsight)
  • ~ Excellent organizational and project management skills
  • ~ Passion for customer success and a deep understanding of the customer journey

What We Offer:

  • Training and onboarding to help you get setup for success at Omnisend
  • Experienced colleagues to learn from and top-notch equipment to get your work done effectively
  • An open office in beautiful Charleston, SC
  • Unlimited PTO, flexible working hours, and remote work possibilities
  • Short-Term and Long-term Disability Income, Life Insurance
  • 401(k) retirement plan: Omnisend will contribute 5% of your salary to your 401k account regardless if you contribute or not
  • Personalized work anniversary gifts, such as house cleaning, spa treatments, international flights etc.
  • International workations and team-led team-building events both in the US and around the world