Founding SMB Customer Success Lead, APAC

Sydney office-based

About the Opportunity

We're excited to partner with a quick-scaling, AI-native SaaS company as they build out their founding APAC team. Our client is redefining how professional teams work, trusted by 1,000+ customers across 50+ countries. Having scaled past $100m in ARR with teams across Europe and North America, they're now investing heavily in their presence in APAC following Series C funding.

They're building out a dedicated SMB motion, and they're hiring a founding Customer Success Lead to own the function from the ground up.

This is a builder's position. You'll design the SMB CS playbook across APAC markets, build new processes and tooling, and hire and lead the team.

What you'll do

- Build the SMB customer success function from scratch - segmentation,



onboarding, health scoring, renewal/expansion motion
- Hire, train, and manage a team of CSMs across APAC
- Define and own retention and expansion targets for the SMB book
- Partner closely with sales, implementation, and product to close the loop on customer feedback
- Hands-on with customers while building the team

What you'll bring

- Proven experience building or scaling a CS function, ideally SMB/mid-market (must be in B2B SaaS)
- People management experience; you've hired and led a CSM team
- Comfortable operating without an existing playbook
- APAC market experience strongly preferred

📌 Customer Success Lead (Sydney)
🏢 Pitch Technology
📍 Sydney