Account Manager (Retention & Expansion)

What you’ll do @Omnisend:

Own a portfolio of merchant accounts and be accountable for their retention, revenue and growth;
Monitor account health (usage, engagement, payment and performance signals) to spot churn risk early and act before the client decides to leave;
Lead save conversations with clients who want to cancel or downgrade — understand the real reason, build a recovery plan, and negotiate an outcome that works for both sides;
Identify and close expansion opportunities: plan upgrades, higher contact tiers, new channels (SMS, push) and add-on services;
Handle pricing and discount conversations — reduce or phase out unnecessary discounts, protect pricing, and position value instead of giving it away;
Run renewal conversations and QBRs, set quarterly goals with clients, and show the results Omnisend delivers;
Proactively bring strategic advice on email and SMS marketing that helps merchants grow revenue — because clients who see results stay and grow;
Support onboarding of new managed clients (migration, warmup, first campaigns and automations) so they’re set up for long-term success;
Handle difficult conversations calmly: unhappy clients, escalations, missed expectations, and saying “no” when needed;
Work with Sales, Support, Billing and Product/Engineering to resolve issues fast, and share client feedback that helps us improve the platform;
Keep your CRM and account notes up to date, forecast renewals and risks, and report on your portfolio’s numbers;
Re-prioritize quickly when business needs change — new targets, new segments, new processes.

We expect that you’ll bring:

2+ years in account management, customer success, sales or another client-facing commercial role with retention, renewal or revenue targets;
Strong negotiation skills — you can hold your ground on pricing, reduce discounts, and still keep the relationship strong;
A proven track record of saving at-risk clients, closing upsells, or growing revenue within an existing customer base (examples with numbers are a big plus);
Confidence in difficult conversations: cancellations, complaints, price increases, escalations;
Speed and adaptability — you’re comfortable when priorities change mid-week and can switch focus without losing quality;
Strong ownership and accountability: you take responsibility for your results, follow through without reminders, and raise problems early instead of hiding them;
The ability to work independently, organize your own portfolio and make decisions without waiting for approval on every step;
Good understanding of digital marketing metrics (opens, clicks, conversions, revenue) and what drives them — or the curiosity to learn fast;
Excellent communication via email, chat, phone and video calls;

It’s a plus if you have:

Sales experience — account executive, inside sales, or any role where you closed deals against a quota;
Experience in SaaS, ecommerce or email/SMS marketing;
Hands-on experience with tools like HubSpot, Intercom, Mixpanel, Slack, Zoom and G-Suite, or with Omnisend and other ecommerce marketing platforms;
Experience with subscription businesses: renewals, downgrades, pricing changes;

How you’ll know you’re doing great:

Your portfolio’s churn and downgrades go down, and saved accounts stay saved;
Expansion revenue grows through upgrades, new channels and add-ons;
Discounts in your book shrink while client satisfaction holds;
Renewals and risks are forecast early — no surprises;
Clients see you as a trusted advisor, and your team can rely on you to deliver without follow-ups.

What we offer in return:

Competitive salary and bonus structure (starting from $80,000 USD/year);
Experience working with a motivated and high-achieving team at a growing tech company;
Working with experienced team members and amazing customers across the world;
Working methods and best practices inspired by the best tech companies in the technology industry;
Training and onboarding to help you get setup for success at Omnisend;
Experienced colleagues to learn from and top-notch equipment to get your work done effectively. Most of our team runs on Macbooks, but if you prefer a PC we won’t judge;
Hybrid work (in Vilnius, Kaunas, Charleston): three days a week in the office with your team, two from home. Fully remote if you’re based elsewhere;
Possibility to work from anywhere in the world;
An unlimited learning budget complying with the best interest of Omnisend;
25 days of PTO annually, flexible working hours, and remote work possibilities;
Great company paid health insurance included (100% of the employee premium as well as 100% of out of pockets maximums up to $4000/year per person or $8000/year covered for your family) Yes - you read that correct - 100% of your health insurance and out of pocket costs are covered by the company;
Fully-covered Supplemental Benefits: Short-Term and Long-term Disability Income, Life Insurance;
Unlimited access to personal therapy sessions;
Personal workstation budget;
401(k) retirement plan: Omnisend will contribute 5% of your salary to your 401k account regardless if you contribute or not;
Personalized work anniversary gifts, such as house cleaning, spa treatments, international flights etc.
International workations and team-led team-building events both in the US and around the world.