Job Description

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.

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.