The roleAs 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.
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.
