Customer Success Manager

As a Brand Champion (our version of a Customer Success Manager), you'll partner with our incredible customers to help them unlock the value of brand tracking with Tracksuit. You'll sit at the intersection of data, storytelling, brand, and relationships, ensuring customers adopt Tracksuit deeply, see clear value, and choose to stay and grow with us. Brand Champs build strong relationships with a varied portfolio and serve as a strong voice of customer, working closely with our product, marketing, partnerships and solutions team. As we scale a product customers love and a community marketers are proud to belong to, this role is central to Tracksuit's success.

What you'll do:

• Manage a varied portfolio of customers from SMB to mid-market and Enterprise, spanning a wide range of consumer products and services, delivering strong retention and sustainable growth.
• Work closely with marketers, brand leaders, insight professionals, founders and C-Suite through key moments in their customer journey from onboarding to regular on-going touchpoints, supporting them to bring Tracksuit data and insights to life through adoption, activation and usage.
• Story-tell with data, weaving together platform knowledge, methodology, brand theory and business context to help customers drive business outcomes.
• Be the Voice of Customer: translate customer feedback into clear and actionable recommendations for Product, and hold a clear POV on how Tracksuit could evolve.
• Internally, build strong cross-functional relationships with Product, Marketing, Partnerships and Solutions to help drive the best outcomes for your customers.
• Be a strong team player and contributor to the CS function - form strong relationships with other Brand Champs to share learnings and help the CS function continuously level up the customer journey to improve our customer experience.

What you'll bring:

• 3-5+ years in a Customer Success or Account Management role, preferably within the SaaS industry.
• Brand & marketing fluency - you get why brand matters and how to prove it.
• Data-literate and product-curious; comfortable speaking to data and guiding conversations with dashboards.
• Excellent written & verbal comms across exec, user and technical audiences.
• Commercial chops (GRR/NRR, negotiation, forecasting) and a bias to outcomes.
• Tool familiarity (we use HubSpot, Subskribe, Notion, Claude).
• Our flavour of High Care + High Performance: kind, organised, ambitious, team-first.

What success looks like (first 12 months):

• You consistently help customers unlock meaningful value from Tracksuit data and insights through strong product knowledge, embedding it into their workflows to inform real brand and marketing decisions.
• You retain and grow your accounts by building strong customer relationships and value realisation.
• You actively contribute to shared team learning and show up as a genuine champion, for your customers and your teammates.
• You collaborate cross-functionally, partnering closely with Growth Account Executives, Product, and Solutions to support CS KPIs and inform the product roadmap, marketing, and enablement.

Why join us at Tracksuit?

As one of Australasia's fastest growing startups, we've hand-picked a world-class team of kind, ambitious, generous, and smart humans. At just over 4 years old, we're incredibly grateful and excited to be working with over 1000+ epic brands across USA, Canada, NZ, AU and UK, like David Jones, Tiffany & Co, frank body, Heaps Normal, Go-To-Skincare, Arnotts, MyFitnessPal, Bondi Sands and more. Tracksuit’s vision is to be used in every strategic growth conversation for the best consumer brands of today and tomorrow. We’re doing this by becoming the common language to measure and communicate the value of brand building. We've built beautiful, always-on, radically affordable brand tracking - taking an old-school, $100k+ market research product and making it 10x easier to use and 10x more affordable. We’re a tight-knit, supportive, and ambitious team, driven to empower companies to use brand to drive success. Our culture thrives on complete transparency, trust, learning, and constant development and improvement.

Underpinning the experience are our great benefits, including:

• Compensation: Competitive market rate remuneration, which is reviewed twice annually. Our radically transparent compensation policy ensures that salaries are fair across the entire team.
• Employee Share Option Program (ESOP): So that everyone on the team has a share in Tracksuit’s success.
• Generous parental benefits: 12 weeks’ paid parental leave for either caregiver, additional sick leave for IVF, gradual return to work.
• A $1000 personal L&D budget for each Trackstar, plus additional growth opportunities including mentorships, speaking engagements, and travel.
• Flexible working: We have beautiful offices in New York, London, Sydney and Auckland. We are office first but offer flexibility day to day and adopt a balanced approach to WFH/in-office work.

But don’t take our word for it! You’ll be joining the Mumbrella Marketing Company of the Year 2022, HRD Employer of Choice <200>

Salary: 95000 - 125000 AUD a year. Please note: this role also includes up to 20% commissions on-top of base. We run comprehensive full-cycle comp reviews annually, as well as rolling promotions when you've levelled up. Your salary is supplemented with our best-in-class benefits package, as well as generous ESOP.