Team Lead of Account Experts
New
O
OmnisendCustomer Success
Malaysia / Thailand / Indonesia / Japan / Myanmar / Vietnam / Philippines / Taiwan / Macau / Hong KongFull-TimeLead
SalaryCompetitive salary based on experience + commission depending on individual and team results
Apply NowOpens the employer's application page
Job Details
- Languages
- English, Chinese (Mandarin and Cantonese)
- Experience
- 2+ years of experience
- Required Skills
- Digital MarketingCustomer SuccessSaaSHubSpotSlackAccount Management
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, 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 (both Mandarin and Cantonese).
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 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.
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