Hybrid Director of Customer Success

at Omnisend

• Job title: Director of Customer Success
• Job type: Full Time
• Experience level: Lead
• Salary: €5,000 per month
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Vilnius, Lithuania

About the role

• Director of Customer Success at Omnisend leading a proactive team to drive customer success. Implementing strategies and fostering collaboration across functional units.

Responsibilities

• 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.

Requirements

• 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.

Benefits

• 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.