[Hiring] APAC Customer Success Team Lead @EverCommerce

Role Description

As our APAC Customer Success Team Lead, you'll lead the execution of our customer retention and growth strategy across Australia and New Zealand. Partnering closely with the Head of Customer Success, you'll translate strategy into action, drive cross-functional initiatives, and ensure the team delivers strong commercial outcomes for our 18,000 ANZ customers.

• Accountable for team performance, customer retention, and growth outcomes.
• Remove blockers, manage key stakeholder relationships, and ensure priorities are delivered on time.
• Provide leadership continuity and represent Customer Success in key business forums when required.
• Drive results, develop high-performing teams, and make a meaningful impact on customer and business success.

What you'll do

• Partner with the Head of Customer Success and Customer Performance Lead to translate strategy into quarterly execution plans for the ANZ market.
• Lead the delivery of customer retention and growth initiatives across our 18,000 ANZ customers.
• Own team performance against key commercial outcomes, including retention, customer growth, payments adoption, and plan tier progression.
• Monitor and interpret customer success performance indicators, identifying trends, risks, and opportunities.
• Build strong cross-functional partnerships with Product, Marketing, Analytics, Revenue Operations, and Sales.
• 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.
• Work closely with the Global Customer Performance Lead to execute lifecycle programs and improve retention and growth motions.
• Drive a culture of accountability, continuous improvement, and customer-centric decision making across the team.

Qualifications

• 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.
• Confidence working with data and performance metrics to identify trends 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 and coaching team members.
• A proactive, initiative-driven approach with the ability to navigate ambiguity.
• Excellent communication skills, with the ability to present insights, risks, and recommendations clearly.
• 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

• Inclusion and values-driven decision making.
• Work-life balance with additional annual leave.
• Professional development budget to fuel growth.
• Annual wellness allowance to support wellbeing.

Company Description

Timely and SalonBiz serve over 30,000 customers in 100 countries and are on a mission to build the leading platform for beauty professionals. Together we make up EverWell, an EverCommerce vertical. We offer SaaS solutions to customers of varying sizes and stages, serving different customer profiles within the beauty industry.