Customer Success Team Lead – APAC

Role Overview

• Lead, coach, and develop the APAC CSM team across Australia, New Zealand, and Asia Pacific accounts.
• Set clear expectations tied to retention, qualified opportunity generation, SIS lead creation, and account management discipline.
• Own regional churn forecasting and lead regular risk reviews so risks are identified early, documented clearly, and actively mitigated.
• Manage span-of-control and coverage in a high-volume book, balancing account distribution across the team and surfacing capacity and coverage gaps to leadership with recommendations.
• Step into high-risk or high-value customer situations as needed to support save plans, renewals, and executive alignment.
• Ensure renewals are managed proactively, forecasted accurately, and documented cleanly in Salesforce.
• Drive expansion discipline by coaching CSMs on opportunity identification, lead quality, and effective partnership with Sales, including Digistorm cross-sell and Magnus and Firefly motions where relevant.
• Enforce consistent use of Salesforce and Catalyst.io for health monitoring, risk tracking, task management, and account planning.
• Partner cross-functionally with Sales, Support, Implementation, and Product to resolve escalations and improve customer outcomes.
• Hire, onboard, manage, and develop talent, including succession planning for future Team Leads and Managers.
• Provide regular reporting and recommendations on regional risk, team performance, process gaps, and staffing needs.

Requirements

• Bachelor's Degree or equivalent experience.
• 3-5 years of experience in SaaS customer success, account management, or other post-sales roles.
• 2+ years of experience in management position
• Demonstrated success driving retention, renewals, and expansion performance.
• Strong experience with churn forecasting, pipeline management, and operational rigor.
• Demonstrated ability to manage a high-volume book or team coverage model, where the challenge is prioritisation and coverage across many accounts rather than deep focus on a few.
• Strong coaching, performance management, and cross-functional leadership skills.
• Excellent written and verbal communication skills.
• Ability to operate strategically while staying close to execution details.
• Knowledge of the Australian and New Zealand independent and Catholic school markets strongly preferred, including familiarity with the academic calendar (four terms, late-January to mid-December school year), school leadership structures, and associations such as AISNSW, AHISA, and state Catholic education offices. Experience in K-12, education SaaS, or a related niche market is preferred; candidates from outside the sector must show evidence of learning the unwritten rules of a specialised market quickly.
• Comfortable operating across time zones and currencies, supporting both AUD/NZD domestic accounts and a smaller set of USD-billed international school accounts.

Benefits

***The best tools to get the job done! ***

When you join Veracross, you get a Macbook Pro, a 32-inch monitor, and an adjustable desk and chair for the office. There's also an allowance for your setup at home to ensure you're comfortable working there.

***Growth opportunities! ***

Veracross is growing fast, allowing you to own your role and grow with us! Operating within a global team, there are opportunities for professional development allowing your skills to grow as the business grows.

***Work/life balance ***

Management encourages taking hour-long lunches and finishing on time and understands that you have a life outside of work. You can take the day off for your birthday and get a $100-a-year allowance for well-being. Massage, anyone?

***Parental leave policy ***

As part of Veracross parental leave policy, you’re eligible for paid leave as a primary parent and secondary parent when you welcome a new child into your family. This is available after 12 months in a full-time role.

***Flexibility ***

Veracross offers a flexible working environment, hybrid options.

***Make a difference ***

Our work makes a positive contribution to our schools, their students and their families around the world!

***Snacks, drinks & coffee ***

Digistorm’s (Veracross) Gold Coast HQ offers a coffee machine, snack bar and fully stocked drinks fridge to keep energy levels high! Vege chips, kombucha, almond milk, cookies; you name it, they have it.

***Culture ***

The Veracross team is fun, relaxed, and sociable, reflected in the casual dress code and social events. The office has an open floor plan, which allows for cross-team communication and a collaborative environment. Join some staff for lunchtime surfing or hit up nearby food spots for a burger by the beach.