Manager, Media Relations, Harvard College
•Harvard UniversityHybrid· 2h
📣 Marketing⏰ Full-time🎯 Lead / Principal🇺🇸 Cambridge, USA
2h ago
Omnisend·21 days ago
About the Role
Agency Success is a specialized function within Customer Experience focused on managing our high-impact partner agencies. We created this role to address the unique complexity of agency-managed portfolios: agencies run multiple brands at once and need one centralized, strategic point of contact rather than fragmented communication across several Account Experts.
As an Agency Success Manager, you'll be the centralized performance partner for a portfolio of priority agencies. You'll own the relationship end to end — driving retention and ROI growth for both the agencies and the brands they manage — by connecting strategy, operational execution, and trusted relationships across three dimensions.
Strategic
Conduct agency portfolio reviews focused on ROI and performance improvement.
Identify performance gaps and define structured improvement plans.
Lead quarterly and annual portfolio-level strategy reviews.
Act as a centralized strategic advisor on performance and optimization.
Operational
Initiate and present QBRs, deliverability audits, with clear follow-up planning.
Drive feature adoption and implementation guidance across brands.
Support automation and campaign optimization.
Escalate and coordinate resolution of technical, billing, and deliverability issues.
Coordinate alignment during onboarding and migration scenarios.
Relationship
Build trust with agency leadership and key decision-makers.
Provide ongoing education and re-alignment for new agency and brand stakeholders.
Ensure agencies understand and fully utilize the Omnisend benefits available to them.
Align internal teams around agency portfolio needs and clear ownership.
Your impact is measured by the growth and health of your portfolio. The most important outcomes are:
Retention of both agencies and their managed brands.
ROI growth across the portfolio.
Measurable performance improvement following portfolio reviews and audits.
Increased feature adoption and platform utilization across managed brands.
Strong, trusted relationships with agency leadership and clear internal ownership.
Experience in account management, customer success, or partnerships — ideally with agencies or in SaaS, martech, or ecommerce.
A strategic, consultative approach: you can read performance data, spot gaps, and turn them into structured, actionable plans.
Comfort managing complex, multi-brand relationships and multiple stakeholders at once.
Working knowledge of email/SMS marketing, deliverability, automation, and campaign optimization (or the ability to ramp quickly).
Excellent communication and presentation skills — confident leading reviews with senior decision-makers.
Strong coordination skills: you can rally internal teams and drive issues to resolution.
A retention- and ROI-focused mindset, with a track record of growing and retaining accounts.
Willingness and ability to travel for business purposes — meeting agency partners and attending industry events (occasional travel).
Gross salary starting from 3000 EUR/month based on experience, with quarterly salary reviews
Private health insurance
Career growth opportunities
Workstation budget
Personalized work anniversary gifts, such as house cleaning, spa treatments, international flights, etc.
Attractive workations and team-led team-building events
A high-impact, high-ownership role in a growing, profitable company trusted by 150,000+ brands.
The chance to shape a newly created function and define how we partner with agencies.
A collaborative, human-first culture within our Customer Experience team.
Room to build and grow — professional development, learning resources, and clear career paths.
Competitive compensation and benefits.