APAC Customer Success Team Lead

This is a fully remote position, open to applicants in Australia.

📋 Description

• Lead the implementation of our customer retention and expansion strategy throughout Australia and New Zealand.

• Collaborate with the Head of Customer Success to convert strategy into actionable plans.

• Propel cross-functional projects to ensure optimal commercial results for our 18,000 customers in ANZ.

• Oversee team performance regarding key commercial metrics, focusing on retention and customer growth.

• Analyze and interpret customer success performance indicators to identify trends, risks, and opportunities.

• Forge strong partnerships across various teams to guarantee the successful delivery of initiatives.

• Manage dependencies, eliminate obstacles, and proactively escalate any risks.

• Provide leadership, coaching, and accountability within the ANZ Customer Success team.

• Represent ANZ Customer Success in cross-functional discussions.

⛳️ Requirements

• Demonstrated experience leading Customer Success, Account Management, or commercial teams in a SaaS or subscription-based environment.

• Strong commercial insight, with the ability to link customer success initiatives to retention, growth, and revenue results.

• Proven history of managing cross-functional initiatives from planning to execution, handling dependencies and achieving outcomes.

• Confidence in utilizing data and performance metrics to identify trends, resolve issues, and influence decision-making processes.

• Experience in building trustworthy relationships across teams and influencing stakeholders in a matrix setting.

• Strong leadership capabilities, with a background in setting clear expectations, coaching team members, and holding them accountable for results.

• A proactive, initiative-oriented mindset with the ability to manage ambiguity and convert strategy into actionable steps.

• Exceptional communication skills, able to present insights, risks, and recommendations clearly to diverse stakeholders.

• Familiarity with working in a scaled, data-driven Customer Success environment; knowledge of platforms like Vitally is a plus.

• Solid understanding of SMB customer behavior and the dynamics within high-volume subscription businesses.

• Experience in global or remote-first organizations is considered a strong advantage.

• Background in the beauty, wellness, or SaaS sectors is beneficial, but not mandatory.

🏝️ Benefits

• Additional annual leave

• Professional development budget

• Annual wellness allowance