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Director of Customer Success

Omnisend
6 days ago
On-site
Vilnius, Lithuania
Working at Omnisend is... kind of boring.
Not the soul-crushing kind of boring — more like the “no drama, no chaos, just smart people doing great work” kind. The kind that lets you focus on what matters, without pointless meetings, micromanagement, or bureaucracy. We’re data-driven. We test, we iterate, we improve. Gut feelings don’t drive decisions — insights do. We trust each other. We’re transparent, give real feedback, and actually listen. No egos, no hand-holding — just a team of experienced professionals moving fast, adapting easily, and delivering impact. Omnisend is customer-funded and customer-driven. Our work is rooted in solving real problems that help ecommerce brands grow. No empty promises — we bring in results. And yes, we have fun. But the grown-up kind — workations, team gatherings, the occasional party. No forced fun, no awkward icebreakers. Just genuine moments with a team that actually enjoys working together.

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 5000 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 is a customer-centric product-focused company where you will be instrumental in creating a global product — Email and SMS marketing platform to drive rapid e-commerce stores growth and accelerate online businesses expansion, a platform with a well-established position in the US.
 
Seamless integration with all major Ecommerce platforms, ready-made automation and email templates, flexible segmentation, and award-winning 24/7 customer support — Omnisend makes it simple for businesses of all sizes to sell more without breaking the bank. "Great marketing needs to be expensive" is proven to be wrong every day by 150,000+ Omnisend customers who are successfully growing their businesses through Email and SMS marketing. Every $1 spent on Omnisend platform makes 68$ on average for our customers.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.