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.

Role Description 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 the 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. 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. Qualifications - 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. Benefits - Gross salary starting from 2800 EUR/month based on experience + commission depending on individual 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.

Role Description The Account Expert role at Omnisend is a crucial part of our customer and partner success. We highly believe in the importance of customer-centricity and are looking for individuals with a great positive attitude and ability to work well with merchants and partners alike. This position is perfect for client-oriented and goal-driven individuals who are passionate about ecommerce and marketing, have a problem-solving mindset and strong technical and interpersonal skills. This role requires the ability to work across organizational stakeholders and a research-based mindset. What you’ll do @Omnisend: - Be passionate about customer success and establish themselves as a trusted advisor for Omnisend’s top tier customers. - Proactively develop strategies with our merchants to help increase revenue through digital marketing strategies for their managed accounts. - Onboard new clients, so they are set up for success. This may include assistance with migrating contacts, guiding them through a warmup process and helping them set up their first campaigns and automations across channels. - Be proactive with strategic advice and guidance on a weekly, bi-monthly or monthly cadence and respond to client questions in a timely manner. - Provide best practices to ensure clients are achieving their business goals. - Regularly review customer dashboards, address any open issues and ensure consistent messaging and appropriate escalation. - Keep merchants up to date on product releases and new features. - Contribute feedback to Product/Engineering on platform improvements to enhance customer engagement. - Conduct QBRs, establish quarterly goals for customers and help achieve them. - Document troubleshooting and problem resolution steps. Qualifications - 1-2 years of customer success-related experience. - An understanding of what the main digital marketing metrics are and what is driving their trends (opens, clicks, conversions). - A proven track record of creative problem-solving for customers. - Fluency in English and Chinese languages. - Experience and comfort discussing business and sales topics with clients during renewal or cancellation conversations. - Excellent communication skills via chat, phone, video conference, email and comfortable to use Wechat as communication tool. - Strong time management skills and clear sense of ownership and independent working ability. - An understanding of (either some or all): Slack, Zoom, Intercom, Mixpanel, Hubspot, G-Suite, and Omnisend or other e-commerce and marketing platforms. - Experience in e-commerce, SaaS, project management -or- marketing, and advising customers on marketing strategy is a plus! Benefits - Gross salary starting from 1800 EUR/month based on experience + commission depending on individual 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 that enable us to have a high-performing, productive environment where your growth will accelerate. - Private health insurance. - Remote work possibilities. - Unlimited access to psychotherapy. - A workstation budget. - Personalized work anniversary gifts (house cleaning, spas, international flights & more that you choose depending on the year). - Attractive workations and team-led team-building events. Company Description Omnisend is an email and SMS marketing platform built for ecommerce brands. With one-click integration to major ecommerce platforms, intuitive automation, and powerful email templates, we make sophisticated marketing effortless — no learning curve required. - Award-winning 24/7/365 customer support? Check. - A platform trusted by growing brands and seasoned pros alike? Absolutely. - The idea that “great marketing needs to be expensive”? Our 150,000+ customers prove that wrong every day.

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 Account Expert role at Omnisend is a crucial part of our customer and partner success. We highly believe in the importance of customer-centricity and are looking for individuals with a great positive attitude and ability to work well with merchants and partners alike. This position is perfect for client-oriented and goal-driven individuals who are passionate about ecommerce and marketing, have a problem-solving mindset and strong technical and interpersonal skills. This role requires the ability to work across organizational stakeholders and a research-based mindset. What you’ll do @Omnisend: - Be passionate about customer success and establish themselves as a trusted advisor for Omnisend’s top tier customers - Proactively develop strategies with our merchants to help increase revenue through digital marketing strategies for their managed accounts - Onboard new clients, so they are set up for success. This may include assistance with migrating contacts, guiding them through a warmup process and helping them set up their first campaigns and automations across channels - Be proactive with strategic advice and guidance on a weekly, bi-monthly or monthly cadence and respond to client questions in a timely manner - Provide best practices to ensure clients are achieving their business goals - Regularly review customer dashboards, address any open issues and ensure consistent messaging and appropriate escalation - Keep merchants up to date on product releases and new features - Contribute feedback to Product/Engineering on platform improvements to enhance customer engagement - Conduct QBRs, establish quarterly goals for customers and help achieve them - Document troubleshooting and problem resolution steps We expect that you’ll bring: - 1-2 years of customer success-related experience - An understanding of what the main digital marketing metrics are and what is driving their trends (opens, clicks, conversions) - A proven track record of creative problem-solving for customers - Fluency in English language - Experience and comfort discussing business and sales topics with clients during renewal or cancellation conversations - Excellent communication skills via chat, phone, video conference, email and comfortable to use Wechat as communication tool - Strong time management skills and clear sense of ownership and independent working ability - An understanding of (either some or all): Slack, Zoom, Intercom, Mixpanel, Hubspot, G-Suite, and Omnisend or other e-commerce and marketing platforms - Experience in e-commerce, SaaS, project management -or- marketing, and advising customers on marketing strategy is a plus! What we offer in return: - Gross salary starting from 1200 EUR/month based on experience + commission depending on individual 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 that enable us to have a high-performing, productive environment where your growth will accelerate - Private health insurance - Remote work possibilities - Unlimited access to psychotherapy - A workstation budget - Personalized work anniversary gifts (house cleaning, spas, international flights & more that you choose depending on the year) - Attractive workations and team-led team-building events Omnisend is an email and SMS marketing platform built for ecommerce brands. With one-click integration to major ecommerce platforms, intuitive automation, and powerful email templates, we make sophisticated marketing effortless — no learning curve required. Award-winning 24/7/365 customer support? Check. A platform trusted by growing brands and seasoned pros alike? Absolutely. The idea that “great marketing needs to be expensive”? Our 150,000+ customers prove that wrong every day.

• Investigate and resolve technical solution tickets from Customer Support/Customer Success/Sales and other customer-facing teams on a daily basis, taking full ownership from diagnosis to resolution. • Debug complex issues involving APIs, webhooks, data flows, and system-to-system communication. • Provide clear, technically accurate explanations to customers and internal teams when required. • Identify recurring issues and propose improvements, fixes, or process changes. • Collaborate with Product and Engineering teams through reporting bugs and follow up to resolution. • Support and maintain third-party integrations as part of the broader technical solution landscape. • Contribute to internal documentation and Knowledge Base articles and stay up to date with product teams and their releases. • Be a team player with a collaborative mindset to drive team-level and company-level KRs to delivery

• Investigate and resolve technical solution tickets from Customer Support/Customer Success/Sales and other customer-facing teams on a daily basis, taking full ownership from diagnosis to resolution. • Debug complex issues involving APIs, webhooks, data flows, and system-to-system communication. • Provide clear, technically accurate explanations to customers and internal teams when required. • Identify recurring issues and propose improvements, fixes, or process changes. • Collaborate with Product and Engineering teams through reporting bugs and follow up to resolution. • Support and maintain third-party integrations as part of the broader technical solution landscape. • Contribute to internal documentation and Knowledge Base articles and stay up to date with product teams and their releases. • Be a team player with a collaborative mindset to drive team-level and company-level KRs to delivery