Customer Success Team Lead

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 725,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Wellness industries.
We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/en

About The Company
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. Between us, we offer SaaS solutions to customers of varying sizes and stages, serving different customer profiles within the beauty industry. We’re part of the wider EverCommerce ecosystem and exist to simplify and empower the lives of business owners. We’ve got big goals and we’re ready to achieve them.

This is where you'll come in

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.

You'll be accountable for team performance, customer retention, and growth outcomes, while removing blockers, managing key stakeholder relationships, and ensuring priorities are delivered on time. As the second-in-command to the Head of Customer Success, you'll also provide leadership continuity and represent Customer Success in key business forums when required.

This is an exciting opportunity for a commercially minded leader who enjoys driving results, developing high-performing teams, and making 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 and recommending actions to improve outcomes.

• Build strong cross-functional partnerships with Product, Marketing, Analytics, Revenue Operations, and Sales to ensure initiatives are delivered successfully.

• Manage dependencies, remove blockers, and proactively escalate risks before they impact delivery or customer outcomes.

• Provide leadership, coaching, and accountability across the ANZ Customer Success team, ensuring clear goals, development plans, and performance expectations are in place.

• Represent ANZ Customer Success in cross-functional forums and provide leadership continuity in the absence of the Head of Customer Success.

• Work closely with the Global Customer Performance Lead to execute lifecycle programs, optimise customer journeys, and continuously improve retention and growth motions.

• Drive a culture of accountability, continuous improvement, and customer-centric decision making across the team.

WhatYou’llBring:

• 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.

Research shows that while men apply to jobs when they meet ~60% of criteria, women and those in underrepresented groups tend to only apply when they check every box. So if you think you have what it takes but don't meet every single bullet point above, please still get in touch. We'd love to have a chat and see if you could be a great fit. 

Why join us?

At EverCommerce, we lead with inclusion and use our values to inform our decisions. We succeed together and celebrate the things that make us unique. We’re big believers in work-life balance and offer additional annual leave so you can fully switch off and relax throughout the year. 

We set a high bar and support our team to innovate and focus on continuous growth. You’ll enjoy a professional development budget to fuel your growth, and an annual wellness allowance to fund the things that support your wellbeing.

Let us know any considerations which would enable your experience in our recruitment process to be more inclusive, such as non-traditional application formats, closed captions during video interviews, or accommodations for learning differences. 

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!

• This role is full time, permanent and can be based anywhere in Australia (preferred) or New Zealand.

• You must be legally entitled to work in Australia or New Zealand.

• Applications close when we find the right person! 

Let us know any considerations which would enable your experience in our recruitment process to be more inclusive, such as non-traditional application formats, closed captions during video interviews, or accommodations for learning differences.