Lead Team of Account Experts, Chinese Speaking

Role Overview

• 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.

Requirements

• 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.

Benefits

• 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.