The Role
Manage strategic customer accounts as a trusted advisor, supporting onboarding, contact migration, campaign and automation setup, troubleshooting, dashboard reviews, QBRs, and quarterly goal-setting. Develop digital marketing strategies to increase merchant revenue, provide best practices and product guidance, respond to client questions, support renewals, and relay customer feedback to Product and Engineering. The role requires strong communication, independent time management, ecommerce and marketing knowledge, and familiarity with customer success and SaaS tools.
Summary Generated by Built In
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.
About the role:
The Account Expert 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 organizational stakeholders and a research-based mindset.
What you’ll do @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 the main digital marketing metrics are and what is driving their trends (opens, clicks, conversions).
- A proven track record of creative problem-solving for customers.
- Fluency in English language.
- Experience and comfort discussing business and sales topics with clients during renewal or cancellation conversations.
- Excellent communication skills via chat, phone, video conference, email and comfortable to use Wechat as communication tool.
- Strong time management skills and clear sense of ownership and independent working ability.
- An understanding of (either some or all): Slack, Zoom, Intercom, Mixpanel, Hubspot, G-Suite, and Omnisend or other e-commerce 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:
- Gross salary starting from 6000 USD/month based on experience + commission depending on individual results.
- An unlimited learning budget for self-improvement complying with the best interest of Omnisend.
- Working methods and best practices inspired by the best tech companies in Silicon Valley.
- Senior colleagues that enable us to have a high-performing, productive environment where your growth will accelerate.
- Private health insurance.
- Remote work possibilities.
- Unlimited access to psychotherapy.
- A workstation budget.
- Personalized work anniversary gifts (house cleaning, spas, international flights & more that you choose depending on the year).
- Attractive workations and team-led team-building events.
Omnisend is an email and SMS marketing platform built for ecommerce brands. With one-click integration to major ecommerce platforms, intuitive automation, and powerful email templates, we make sophisticated marketing effortless — no learning curve required.
Award-winning 24/7/365 customer support? Check. A platform trusted by growing brands and seasoned pros alike? Absolutely. The idea that “great marketing needs to be expensive”? Our 150,000+ customers prove that wrong every day.
Skills Required
- 1-2 years of customer success-related experience
- Understanding of key digital marketing metrics, including opens, clicks, and conversions
- Proven creative problem-solving for customers
- Fluency in English
- Comfort discussing business and sales topics during renewal or cancellation conversations
- Excellent communication skills across chat, phone, video conference, email, and WeChat
- Strong time management, ownership, and ability to work independently
- Familiarity with Slack, Zoom, Intercom, Mixpanel, HubSpot, G Suite, Omnisend, or comparable ecommerce and marketing platforms
- Experience in ecommerce, SaaS, project management, marketing, or advising customers on marketing strategy
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The Company
What We Do
Omnisend is an email & SMS marketing platform with a suite of features made specifically to help ecommerce stores grow their online businesses faster. One-click integration with major ecommerce platforms, pre-made automation & email templates, and award-winning 24/7/365 live customer support make it easy for brands of any size to sell more—all without the exaggerated cost. “Great marketing needs to be expensive” is a myth that 100,000+ Omnisend customers are busting every day by growing their businesses with email and SMS marketing. We’re a team of more than 180 Omnisenders working worldwide and looking for talented, passionate developers, artists, marketers, and everything in between. Are you excited about helping ecommerce marketers to discover the best ways to build relationships with their customers? Check out our open positions here: https://www.omnisend.com/careers/
