Team Lead of Account Experts (Chinese Speaking)

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. 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. 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, custome