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.

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.

APAC Customer Success Team Lead

Key skills