Team Lead of Account Experts
Malaysia / Thailand / Cambodia / Indonesia / Japan / Laos / Myanmar / VietnamFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- English and Chinese
- Experience
- 2+ years
- Required Skills
- Data AnalysisAccount ManagementDigital MarketingCustomer SuccessSaaS
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
- Ability to identify churn risks and opportunities to improve customer outcomes
- Confidence in discussing business, renewal, cancellation, and growth topics
- Strong communication, prioritization, and problem-solving skills
- Ability to work with data and make data-informed decisions
- Fluency in English and Chinese
Responsibilities
- 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
- Review customer dashboards, team performance, workload, and open issues
- Own first-level customer escalations for the book of business
- Drive consistency in customer communication, account planning, QBRs, and best-practice sharing
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