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APAC Customer Success Team Lead
EverCommerceLead the APAC Customer Success Team for EverCommerce, driving retention and growth across Australia and New Zealand's service economy. Engage with cross-functional teams to deliver impactful customer outcomes.
About the role
Key responsibilities & impact- Lead the execution of our customer retention and growth strategy across Australia and New Zealand.
- Partner with the Head of Customer Success to translate strategy into action.
- Drive cross-functional initiatives to ensure strong commercial outcomes for our 18,000 ANZ customers.
- Own team performance against key commercial outcomes, including retention and customer growth.
- Monitor and interpret customer success performance indicators, identifying trends, risks, and opportunities.
- Build strong cross-functional partnerships with various teams to ensure successful initiative delivery.
- Manage dependencies, remove blockers, and proactively escalate risks.
- Provide leadership, coaching, and accountability across the ANZ Customer Success team.
- Represent ANZ Customer Success in cross-functional forums.
Requirements
What you’ll need- Proven experience leading Customer Success, Account Management, or commercial teams within a SaaS or subscription-based business.
- Strong commercial acumen, with the ability to connect customer success initiatives to retention, growth, and revenue outcomes.
- A track record of leading cross-functional initiatives from planning through to delivery, managing dependencies and driving results.
- Confidence working with data and performance metrics to identify trends, solve problems, and influence decision-making.
- Experience building trusted relationships across teams and influencing stakeholders in a matrix environment.
- Strong people leadership skills, with experience setting clear expectations, coaching team members, and driving accountability for outcomes.
- A proactive, initiative-driven approach with the ability to navigate ambiguity and turn strategy into action.
- Excellent communication skills, with the ability to present insights, risks, and recommendations clearly to a range of stakeholders.
- Experience working in a scaled, data-driven Customer Success environment; experience with platforms such as Vitally is advantageous.
- Strong understanding of SMB customer behaviour and the dynamics of high-volume subscription businesses.
- Experience working in global or remote-first organisations is highly regarded.
- Experience in the beauty, wellness, or SaaS industry is beneficial but not required.
Benefits
Comp & perks- Additional annual leave
- Professional development budget
- Annual wellness allowance
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successaccount managementcommercial strategydata analysisperformance metricscross-functional initiativesretention strategiesgrowth strategiesSaaSsubscription-based business
Soft Skills
leadershipcoachingaccountabilitycommunicationrelationship buildinginfluencing stakeholdersproblem-solvinginitiative-drivennavigating ambiguitysetting clear expectations