Omnisend
Technology
LeadofAccountExperts(ChineseSpeaking)
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“Lead of Account Experts (Chinese Speaking) at Omnisend. Skills: Customer Success, Account Management, Team Leadership. Lead, coach, and develop a team of Account. Oversee the Chinese speaking book of business”
Industry & Context.
Problem-solving
What They're Looking For.
Must Have
2+ years of experience in Customer Success, 2+ years of experience in Account Management, 2+ years of experience in ecommerce, 2+ years of experience in SaaS, Experience leading, mentoring, or coaching, Experience owning or supporting a book of business, Experience owning or supporting a customer portfolio, Experience owning or supporting a regional customer, Understanding of customer success best practices, Understanding of retention, Understanding of adoption, Understanding of customer health, Understanding of account management, Understanding of digital marketing metrics, Ability to identify churn risks, Ability to identify customer health signals, Ability to identify opportunities to improve customer, Confidence in discussing business topics, Confidence in discussing renewal topics, Confidence in discussing cancellation topics, Confidence in discussing retention topics, Confidence in discussing growth topics, Ability to work with data, Ability to make data-informed, Fluency in English, Fluency in Chinese
Nice to Have
Familiarity with Slack, Familiarity with Zoom, Familiarity with Intercom, Familiarity with Mixpanel, Familiarity with HubSpot, Familiarity with G-Suite, Familiarity with Omnisend, Familiarity with similar tools
What You'll Do.
and develop a team of Account
Oversee the Chinese speaking book of business
Take ownership of regional customer health
Take ownership of regional retention
Take ownership of regional client success
Monitor renewal readiness
Monitor overall account health
Support the team with complex customers
Support the team with strategic customers
Support the team with high-value customers
Support the team with at-risk customers
Coach Account Experts on ecommerce strategy
Coach Account Experts on email marketing
Coach Account Experts on SMS marketing
Coach Account Experts on product adoption
Coach Account Experts on retention
Coach Account Experts on renewals
Coach Account Experts on difficult customer situations
Ensure APAC customers are successfully onboarded
Provide guidance across setup
Provide guidance across migration
Provide guidance across warmup
Provide guidance across campaigns
Provide guidance across automations
Provide guidance across ongoing account management
Review customer dashboards
Review team performance
Ensure timely follow-up
Own first-level customer escalations
Drive consistency in customer communication
Drive consistency in account planning
Drive consistency in QBRs
Drive consistency in documentation
Drive consistency in best-practice
Share customer insights
Share feedback with the Customer Success team
Foster a culture of accountability
Foster a culture of ownership
Foster a culture of collaboration
Foster a culture of continuous improvement
How You'll Work.
Team & Collaboration
Regional leads; Director of Customer Success; Customer Success team
Communication Scope
Business communication; Renewal communication; Cancellation communication; Retention communication; Growth communication
Full Job Description
## 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, hi
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