Customer Success & AI Operations Manager

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. We’re looking for a Customer Success & AI Operations Manager to help design and operationalize the next version of Customer Success at Omnisend: more proactive, more scalable, and increasingly powered by AI-led operating systems. This is not a traditional CS Ops role with “some AI” added on top. The goal is to help Customer Success move toward a model where AI and automation handle more of the repeatable, low-touch, operational, and first-response work — while CSMs focus on strategic conversations, customer growth, relationship moments, and high-risk escalations. This is also not an engineering role . You will not be expected to personally code or build every technical part of the system yourself. We have AI Ops, Data Ops, RevOps, Product, and engineering support for technical implementation when needed. Your role is to own the operating model: define what the AI-led system should do, why it matters, what workflows and data it needs, where humans should stay in the loop, how it should be adopted by the CS team, and how success should be measured. In short: You will help build the AI-native operating layer for Customer Success. What you’ll do @Omnisend: Lead the design and rollout of AI-led Customer Success operating systems for low-touch, inactive, operational-risk, and other scalable customer segments. Map CS workflows and customer lifecycle moments to define what should be AI-owned, AI-assisted, or human-owned. Translate CS problems into clear system requirements: triggers, data inputs, workflow logic, suppression rules, escalation paths, handoffs, dashboards, and success metrics. Partner with AI Ops, Data Ops, Product, and engineering to build technical pieces when needed. Use customer data to identify risks, opportunities, portfolio gaps, customer silence, failed payments, renewal/discount milestones, and other signals requiring action. Own rollout and adoption: train CSMs, align team leads, create playbooks, gather feedback, and make sure new systems become part of daily CS work. Measure the impact of AI-led CS systems through coverage, time saved, manual work reduced, revenue protected, escalation quality, and customer outcomes. Maintain documentation, operating rules, and feedback loops so AI workflows improve over time and remain useful, safe, and trusted. Help the team avoid unnecessary AI noise or complexity by focusing on practical systems that create real operational value. Support CX AI initiatives across customer experience teams through consulting, opportunity identification, and hands-on troubleshooting. We expect that you’ll bring: Experience in Customer Success, CS Ops, RevOps, Sales Ops, Marketing Ops, Customer Experience Operations, or a similar operational role. Strong understanding of customer-facing workflows: onboarding, account coverage, renewals, risk management, outreach, follow-up, customer health, or lifecycle communications. Demonstrated experience using AI, automation, low-code/no-code tools, or workflow systems to improve how a team works. Strong systems thinking: you can tell the difference between a useful one-off workflow and a scalable operating model. Ability to break messy processes into clear logic: triggers, conditions, ownership, handoffs, exceptions, and success metrics. Ability to write clear requirements for technical partners — what data is needed, what triggers the workflow, what outputs are expected, what edge cases matter, and how success should be measured. Strong data literacy and comfort working with dashboards, CRM data, customer metrics, activity data, and operational reporting. Practical AI fluency: you do not need to be deeply technical, but you should be confident using tools like ChatGPT, Claude, Gemini, Dust, HubSpot, Gong, Superset, Slite, or similar systems. What we offer in return: Gross salary starting from 2500 EUR/month; An unlimited learning budget for self-improvement complying with the best interest of Omnisend Private health insurance Unlimited access to psychotherapy Flexible working hours and remote work possibilities Workstation budget Personalised work anniversary gifts, such as house cleaning, spa treatments, international flights etc. 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 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.