Customer Success Team Lead

🔥 21 minutes ago

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EverCommerce

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 B2B

📣 Marketing

💰 Private equity on 2019-08

SaaS • B2B • Marketing

EverCommerce is a provider of industry-tailored software that powers the service economy. It builds SaaS products to digitally transform daily operations for service professionals, including business management, electronic billing and mobile payments, omni-channel marketing, and customer engagement tools. EverCommerce focuses on verticalized solutions—not mass-market software—designed to modernize operations, marketing, and customer interactions for businesses that provide services.

📋 Description

• Lead the execution of 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 and ensure delivery of strong commercial outcomes for 18,000 ANZ customers. • Be accountable for team performance, customer retention, and growth outcomes. • Manage key stakeholder relationships and ensure priorities are delivered on time. • Provide leadership continuity as the second-in-command to the Head of Customer Success.

🎯 Requirements

• 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 behavior 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

• Additional annual leave • Professional development budget • Annual wellness allowance • Inclusion in recruitment process consideration