Mô tả công việc
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.
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.