Customer Success Team Lead - APAC

Company Overview

Veracross unifies school communities with world-class information systems that improve the quality of education and enhance learning. We support K-12 private and independent schools with a one-record platform that connects school operations, communication, and data across departments. Trusted by more than 3,200 schools in over 60 countries, Veracross is known for reliable software, strong data security, and high-quality customer support.

In Australia, New Zealand, and the wider Asia Pacific region, Veracross supports 800+ schools across Veracross, Digistorm, Firefly, and ePraise. The APAC team is based in Australia and offers in-time-zone access through Support, Implementation, and Customer Success, alongside regional technical and product staff.

Role Summary

The CSM Team lead, manages the Asia Pacific Customer Success team and is accountable for team performance across retention, qualified opportunity generation, and SIS lead creation. This role owns team coaching, churn forecasting, renewal execution, and operational consistency across the regional portfolio.

The CSM Team Lead directly leads a team of three Customer Success Managers covering the APAC book, which spans roughly 800 customers across Australia, New Zealand, and Asia Pacific international schools. The book is concentrated in the Australian and New Zealand independent and Catholic school markets, with a smaller set of higher-value international school accounts. This is a high-volume regional portfolio, and the CSM Team Lead is accountable for building coverage discipline and team capacity against it.

Partnering closely with Sales, Support, Implementation, Product, and leadership to reduce churn, expand customer value, and build a high-performing team. This role may retain a very limited strategic portfolio, but its primary focus is team leadership and regional execution.

Job Responsibilities

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.