Team Lead, Customer Success

Wrike is hiring a Team Lead, Customer Success in Melbourne on a full-time basis to direct regional customer success work covering Japan and Australia while expanding footprint and protecting renewal performance.

Position Summary

As Team Lead, Customer Success at Wrike in Melbourne you will head a group of Customer Success Managers who bring continuity to a blended book of accounts that runs from fast-moving commercial clients through to complex large regional enterprises. The position calls for a balance of day-to-day coaching of those managers and hands-on operational delivery so that local lifecycle methods serve both early-stage efficiency and longer-term relationship depth. Core aims include extending Wrike’s APAC presence, locking in regional net retention, and equipping the team to reduce churn exposure at every account tier. You will report to the Director of Customer Success and work closely with regional Sales Directors, Professional Services leads and Account Executives inside a tightly connected, knowledge-sharing unit.

Your Responsibilities

• Own net revenue retention, pipeline strength and gross revenue retention targets for the APAC segment by constructing proactive recovery plans for at-risk accounts, including personal support of five to ten accounts so you stay close to the live customer experience and surface operational friction points.
• Supply continuous tactical direction, mentoring and performance coaching that enables each Customer Success Manager to navigate both commercial-volume and larger corporate dynamics.
• Localise and run customer lifecycle playbooks that accommodate rapid commercial throughput while still honouring the higher-touch needs of sizeable organisations.
• Bridge your team with Product, Solutions, Sales and Leadership so the full journey from pre-sales through implementation to renewal stays seamless for APAC clients.
• Step into critical customer situations that arise across APAC time zones, supplying secondary management support that clears roadblocks and protects account health.

Qualifications

• Two or more years as a Senior Customer Success Manager, Team Lead or Manager inside a SaaS customer success organisation.
• Demonstrated success managing or supervising a blend of high-volume commercial accounts and structured larger corporate clients.
• Ability to interpret data, apply health-scoring tools and convert metrics into clear next actions for a team.
• Strong cross-cultural communication experience specifically involving Japanese and Australian markets, teams or customers.
• Proactive approach to unblocking team obstacles, driving renewals and collaborating with regional sales colleagues.
• Habit of using AI tools to improve both internal work and external customer engagement.
• Advantageous: experience across diverse industries in the APJ market together with business fluency for local conversations; prior exposure to collaborative work management platforms such as Wrike or similar, including the skill of mapping business processes onto digital solutions.

About the Company

Wrike supplies a work management platform that draws teams and entire organisations into one shared space so people can collaborate, create and remove daily complexity while productivity rises and each person concentrates on purposeful work. Its vision is a world where everyone is free to focus on their most purposeful work together. Melbourne-based candidates joining as Team Lead, Customer Success become part of this supportive environment centred on customer outcomes and collective progress.

How to Apply

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