Customer Success Manager
Job Location:
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
As a Brand Champion (our version of a Customer Success Manager) youll partner with our incredible customers to help them unlock the value of brand tracking with Tracksuit. Youll 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 Tracksuits success.
- 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.
- 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.
- 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.
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 youve levelled up. Your salary is supplemented with our best-in-class benefits package as well as generous ESOP.
Why join us at Tracksuit
As one of Australasias fastest growing startups weve hand-picked a world-class team of kind ambitious generous and smart humans. But dont take our word for it!
At just over 4 years old were 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.
Tracksuits vision is to be used in every strategic growth conversation for the best consumer brands of today and tomorrow. Were doing this by becoming the common language to measure and communicate the value of brand building. Weve 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.
Were 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 Tracksuits 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 budgetfor 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 dont take our word for it! Youll be joining the:
Mumbrella Marketing Company of the Year 2022
HRD Employer of Choice <200 Staff 2024
NZ Hi Tech Awards Emerging Company of the Year 2024
AFR Best Place to Work Media and Marketing (4th place) 2024
FYI - Were pet-friendly in principle and practice with the occasional four-legged visitor adding to the charm not the chaos.
Required Experience:
IC
About Company
Tracksuit is a radically affordable, always-on brand tracking dashboard to measure and communicate the value of your brand building activities.
