TeamLeadofAccountExperts(ChineseSpeaking)

## 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 wi