other
Posted 5 hours agoTeam Lead, Customer Success (APAC)
at Wrike
Melbourne, AustraliaHybrid
Responsibilities
- 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.
Requirements
- experience acting as a Senior CSM, Team Lead, or Manager within a SaaS Customer Success environment. Mixed-Portfolio
- experience supporting teams or customers specifically within the Japanese and Australian markets.
- 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.
- experience with Wrike or similar platform ecosystems, understanding how to map business processes to digital solutions. Team Dynamics
Experience
- Demonstrated Leadership Potential: 2+ years of
Benefits
- Built for teams and organizations looking to collaborate, create, and exceed every day, Wrike brings everyone and all work into a single place to remove complexity, increase productivity, and free people up to focus on their most purposeful work. Our vision: A world where everyone is free to focus on their most purposeful work, together. About the Role
- Health Insurance (Employees + Dependents)
- Parental Leave: 18 Weeks Maternity / 4 Week Paternity 2 Volunteer Days
- Life & Income Protection Insurance Superannuation Plan
Contact
- Check out our LinkedIn Life Page , Company culture page , Instagram , Wrike Engineering Team , Medium , Meetup.com , Youtube for a feel for what life is like at Wrike.
Additional details
- 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
- 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
- Experience: Proven track record of successfully managing or overseeing a blend of high-volume commercial accounts and structured, larger corporate clients.