EverWell - APAC Customer Success Team Lead - Remote Australia or New Zealand

📋 Description

• • Lead the execution of customer retention and growth strategies for EverWell’s 18,000 customers across Australia and New Zealand, partnering with the Head of Customer Success and Customer Performance Lead to translate global strategy into localized quarterly plans.
• • Own team performance against key commercial outcomes including customer retention, growth, payments adoption, and plan tier progression for the ANZ market.
• • Monitor and interpret customer success performance indicators to identify trends, risks, and opportunities, and recommend data-driven actions to improve outcomes.
• • Build and maintain strong cross-functional partnerships with Product, Marketing, Analytics, Revenue Operations, and Sales teams to ensure seamless delivery of customer success initiatives.
• • Manage dependencies, proactively remove blockers, and escalate risks before they impact customer outcomes or delivery timelines.
• • Provide leadership, coaching, and accountability to the ANZ Customer Success team, establishing clear goals, development plans, and performance expectations.
• • Represent the ANZ Customer Success team in cross-functional business forums and provide leadership continuity in the absence of the Head of Customer Success.
• • Collaborate with the Global Customer Performance Lead to execute lifecycle programs, optimize customer journeys, and continuously improve retention and growth motions.
• • Drive a culture of accountability, continuous improvement, and customer-centric decision-making across the team.
• • Work within a scaled, data-driven Customer Success environment, leveraging performance metrics and tools to inform strategy and operational decisions.
• • Ensure alignment between customer success activities and broader commercial objectives, connecting customer outcomes directly to revenue and retention targets.
• • Support the development and implementation of initiatives tailored to SMB customer behavior within a high-volume subscription business model.
• • Maintain strong stakeholder relationships across departments, influencing without direct authority in a matrixed, remote-first organization.
• • Contribute to the evolution of customer success processes and tools to enhance efficiency and scalability across the ANZ region.
• • Promote inclusivity and psychological safety within the team, fostering an environment where feedback and continuous learning are prioritized.