Account Manager (Retention & Expansion)

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 actionable feedback, and honestly 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.

The role
As an Account Expert on our US team, you’ll own a portfolio of merchants and be directly responsible for keeping them, growing them, and making sure they pay fairly for the value they get. This is a commercial role: retention, churn prevention and account expansion are your core goals, not a side task.
You’ll spot risk early, step into tough conversations with confidence, and turn “we’re thinking of leaving” or “we need a bigger discount” into a plan that works for both the client and Omnisend. You’ll also find the growth in your book — upgrades, add-ons and new channels — and close it.
This role is for you if you like targets, enjoy negotiating, move fast when priorities shift, and want full ownership of your results. You’ll work independently, with a team and manager behind you when you need them — but nobody will chase you to get things done.

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.

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;

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;

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.

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.