Team Lead of Account Experts (Chinese Speaking)

Job description

**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. #### **About the role:** The **Team Lead of Account Experts** is a people leadership and regional customer success role within Omnisend’s Customer Success organization. In this role, you will lead and coach a team of Account Experts while overseeing the Chinese speaking book of business. You will be responsible for customer health, retention, and client success across the region, ensuring merchants receive proactive, strategic, and high-quality support. Working closely with other regional leads and Director of Customer Success, you will help turn CS strategy into strong daily execution, improve team performance, identify risks and opportunities, and make sure APAC customers succeed with Omnisend. ### What you’ll do @ Omnisend: - Lead, coach, and develop a team of Account Experts; - Oversee the Chinese speaking book of business and take ownership of regional customer health, retention, and client success; - Monitor churn risk, adoption, engagement, renewal readiness, and overall account performance; - Support the team with complex, strategic, high-value, or at-risk customer accounts; - Coach Account Experts on ecommerce strategy, email and SMS marketing, product adoption, retention, renewals, and difficult customer conversations; - Ensure APAC customers are successfully onboarded and receive the right guidance across setup, migration, warmup, campaigns, automations, and ongoing account growth; - Review customer dashboards, team performance, workload, and open issues to ensure timely follow-up and strong execution; - Own first-level customer escalations for the book of business; - Drive consistency in customer communication, account planning, QBRs, documentation, and best-practice sharing; - Share customer insights, risks, trends, and feedback with the Customer Success team. - Foster a culture of accountability, ownership, collaboration, and continuous improvement. ### We expect that you’ll bring: - 2+ years of experience in Customer Success, Account Management, ecommerce, SaaS, or a similar customer-facing role; - Experience leading, mentoring, or coaching others; - Experience owning or supporting a book of business, customer portfolio, or regional customer segment; - Strong understanding of customer success best practices, retention, adoption, customer health, and account ownership; - Good understanding of digital marketing metrics, including opens, clicks, conversions, revenue, engagement, and retention; - Ability to identify churn risks, customer health signals, and opportunities to improve customer outcomes; - Confidence in discussing business, renewal, cancellation, retention, and growth topics with customers; - Strong communication, prioritization, and problem-solving skills; - Ability to work with data and make data-informed decisions; - A proactive, adaptable, and customer-centric mindset; - Familiarity with tools such as Slack, Zoom, Intercom, Mixpanel, HubSpot, G-Suite, Omnisend, or similar platforms; - Fluency in English and Chinese (both Mandarin and Cantonese). ### What we offer in return: - Competitive salary based on experience + commission depending on individual and team results; - An unlimited learning budget for self-improvement complying with the best interest of Omnisend; - Working methods and best practices inspired by the best tech companies in Silicon Valley; - Senior colleagues who enable us to have a high-performing, productive environment where your growth will accelerate; - Flexible working hours and remote work possibilities; - Private health insurance; - Unlimited access to psychotherapy; - A workstation budget of 420 EUR; - Personalized work anniversary gifts, including house cleaning services, bikes, scooters, spas, international flights, and more depending on the year; - Attractive workations and team-led team-building events.