Customer Success Team Lead

EverCommerce

APAC Customer Success Team Lead managing customer retention and growth strategies for SaaS solutions in Australia and New Zealand. Fostering cross-functional collaboration and team performance.

Posted 7/28/2026full-timeRemote • 🇳🇿 New ZealandSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in Customer Success and Account Management, driving customer retention and growth strategies while effectively managing cross-functional initiatives and stakeholder relationships. Proficient in leveraging data and performance metrics to influence decision-making and achieve commercial outcomes.

Highest-signal resume keywords

Customer Success LeadershipCommercial AcumenCross-Functional Initiative ManagementData-Driven Decision MakingPeople Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Retention StrategyGrowth Strategy ExecutionPerformance Metrics AnalysisStakeholder Relationship ManagementAccount Management

Soft Skills

Excellent CommunicationCoaching and MentoringProactive Problem SolvingInfluencing Skills

Tools & Technologies

Vitally

Industry Keywords

SaaSSubscription-Based BusinessSMB Customer BehaviorHigh-Volume Subscription DynamicsBeauty IndustryWellness Industry

About the role

Key responsibilities & impact

Lead the execution of 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 and ensure delivery of strong commercial outcomes for 18,000 ANZ customers.
Be accountable for team performance, customer retention, and growth outcomes.
Manage key stakeholder relationships and ensure priorities are delivered on time.
Provide leadership continuity as the second-in-command to the Head of Customer Success.

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 behavior 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
Inclusion in recruitment process consideration