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 Ops 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, 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.