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Customer Success & AI Ops Manager
Full-time
Omnisend is a data-driven email and SMS marketing platform built for ecommerce brands, trusted by 150,000+ customers.
The Role
The Customer Success & AI Ops Manager helps the Customer Success team work smarter, move faster and serve customers more proactively. 80% of the role focuses on Customer Success and AI Operations, improving CS processes, tools, data visibility, automation and AI-supported workflows; 20% focuses on CX AI, helping other customer experience teams identify and execute AI opportunities.
What You'll Do
Review and improve Customer Success processes, tools and workflows.
Identify manual, repetitive work that could be simplified or automated.
Build and improve AI-supported CS workflows, outreach, alerts and internal agents.
Use data to spot customer risks, opportunities and team inefficiencies.
Educate CS and broader CX teams on practical AI use cases.
What You'll Bring
Experience in Customer Success, Account Management, CS Ops, Marketing Ops or RevOps.
Strong interest in AI, automation and better ways of working.
Good data literacy with dashboards, reports and customer metrics.
Proven experience with tools like HubSpot, Superset, Gong, ChatGPT, Claude or Gemini.
