Customer Success & AI Ops 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 Ops Manager to help our Customer Success team work smarter, move faster, and serve customers more proactively. This role is for someone who understands customer-facing work, enjoys improving processes, likes working with data, and is genuinely curious about AI. Most of the role will focus on Customer Success and AI Operations, while a smaller but important part will support AI initiatives across the broader customer experience organization. 

• Review and improve Customer Success processes, tools, and workflows.

• Identify manual, repetitive, or inconsistent work that could be simplified or automated.

• Help build, maintain, and improve AI-supported CS workflows, outreach, alerts, internal agents, and other existing AI tools.

• Use data to spot customer risks, opportunities, portfolio gaps, and team inefficiencies.

• Support CX AI initiatives across customer experience teams through consulting, opportunity identification, and hands-on troubleshooting.

• Educate Customer Success and broader CX teams on practical AI use cases and how to use AI efficiently in everyday work.

• Keep CSM documentation, processes, and operational assets clear and up to date.

• Help the team understand where AI can create real value, how to use it responsibly, and how to avoid unnecessary noise or complexity.