Team Lead, Customer Success (APAC)

Wrike • Melbourne • 1w ago

Why This Job is Featured on The SaaS Jobs

This Team Lead, Customer Success role stands out in SaaS because it sits at the intersection of regional expansion and retention discipline. The remit spans Japan and Australia and covers a mixed book of business, which is typical of established SaaS vendors balancing high-velocity commercial motion with enterprise-grade customer management. The emphasis on net and gross retention signals a role anchored in measurable outcomes rather than purely relationship coverage.

For a long-term SaaS career, the position offers a direct line of sight into the operating system of Customer Success: health scoring, churn intervention, renewal forecasting, and playbook design. Leading CSMs while still staying close to a subset of accounts builds both people leadership and first-hand customer insight, a combination that often translates well into CS leadership, revenue operations, or post-sales strategy roles across subscription businesses.

This role fits professionals who like translating data into coaching, and coaching into repeatable process. It will suit someone comfortable working across time zones and acting as a connector between Sales, Product, and Services when customer risk escalates. It also aligns with candidates who prefer clear targets and iterative improvement over open-ended account stewardship.

The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.

Job Description

About the Role

Wrike is looking for an energetic, data-driven, and people-first Team Lead, Customer Success to spearhead our customer success initiatives across Japan and Australia. In this pivotal role, you will lead a dedicated team of Customer Success Managers who manage a diverse, mixed portfolio of accounts—ranging from high-velocity commercial clients to complex, large-scale regional enterprises.

As a Team Lead, you will balance direct coaching of your team with operational execution, ensuring that our regional playbooks are optimized for both transactional efficiency and strategic relationship building. Your core mission is to scale our APAC footprint, stabilize regional net retention, and directly support your team in mitigating churn risks across all account tiers.

Your Impact

Drive Retention & Reduce Churn: Own the net revenue retention (NRR), pipeline, and gross revenue retention (GRR) targets for the APAC segment by building robust, proactive intervention strategies for at-risk accounts. This includes actively supporting 5-10 accounts to stay closely connected to the customer experience and uncover actionable insights into business operations and friction points.
Empower and Develop Talent: Provide day-to-day tactical guidance, mentorship, and performance coaching to a regional team of CSMs, helping them navigate both commercial and larger account dynamics.
Process Optimization: Adapt and execute localized customer lifecycle playbooks that cater efficiently to the speed of commercial accounts while respecting the high-touch needs of larger organizations.
Cross-Functional Advocacy: Serve as the strategic bridge between your team, Product, Solutions, Sales, and Leadership to ensure a seamless customer journey from pre-sales through implementation and renewal for APAC clients.
Strategic Escalation Support: Step into critical customer situations across the APAC time zones, acting as a secondary layer of management support to unblock roadblocks and secure account health.

Your Qualifications

Demonstrated Leadership Potential: 2+ years of experience acting as a Senior CSM, Team Lead, or Manager within a SaaS Customer Success environment.
Mixed-Portfolio Experience: Proven track record of successfully managing or overseeing a blend of high-volume commercial accounts and structured, larger corporate clients.
Operational Execution: Strong ability to interpret data, utilize health-scoring tools, and translate metrics into clear action items for a team.
Cultural & Regional Competence: Exceptional cross-cultural communication skills with experience supporting teams or customers specifically within the Japanese and Australian markets.
Problem-Solving Mindset: A proactive approach to unblocking team challenges, managing customer renewals, and building collaboration across regional sales teams.
AI First Mindset: Leveraging AI tools to enhance work internally and externally.

Standout Qualities

Experience with Diverse Industries in the APJ Market: Business fluency is highly desirable to support local market engagements.
Expertise in Collaborative Work Management (CWM): Prior experience with Wrike or similar platform ecosystems, understanding how to map business processes to digital solutions.

Team Dynamics

You will report directly to the Director of Customer Success and collaborate closely with regional Sales Directors, Professional Services leads, and Account Executives. Your team is a tight-knit, cross-functional group of professionals dedicated to creating world-class customer experiences. You will lead an environment built on knowledge sharing, localized experimentation, and mutual support.

Our Work Style

At Wrike, we practice what we preach. We leverage our own cutting-edge collaborative work management platform every day to streamline communication, eliminate silos, and drive operational transparency. We look for leaders who embrace asynchronous workflows, value data over assumptions, and continuously seek ways to optimize execution through technology.