Manager, Customer Success
Job Location:
New York City, NY - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Were one of the worlds fastest-growing brand tracking companies. Weve built beautiful always-on radically affordable brand intelligence taking an old-school $100k market research product and making it 10x easier to use and 10x more affordable.
Were a world-class team of kind ambitious generous and smart humans working with over 1000 epic brands across AU NZ the US and UK and were on the look out for our next Manager Customer Success (aka Customer Pod Lead) to join the team .
How this role fits within the team:
As our Manager Customer Success youre the heartbeat of the Customer Success engine. Youll lead a high-performing pod of Brand Champs Tracksuits version of CSMs while staying close to a small portfolio of key accounts yourself.
This is a player-coach role in the truest sense. Youre right beside your Brand Champions on calls at brand dinners and in the moments that matter setting the standard through your own craft. Just as importantly youll bring a coaching style that meets a diverse team where they are unlocking whats unique in each person rather than imposing a one-size-fits-all playbook.
Were a data and research company with a deep love of brand that uses SaaS as its delivery mechanism. Were not a conventional SaaS CS team were subject matter experts on Brand Theory and Brand Health and we love it. Tracksuit is more than a platform; its a community for modern brand builders and this role plays a central part in bringing that to life.
Customer impact
- Join key customer conversations to stay close to whats working (and whats not)
- Help turn Tracksuit insights into clear compelling brand stories for senior stakeholders
- Drive continuous value by embedding brand health into how customers make decisions and run their business
- Build strong relationships with Senior Marketers and Brand Insights professionals across strategic and growth accounts
Pod performance
- Lead a pod of 36 Brand Champs and their combined book of business owning GRR & NRR outcomes
- Drive and support renewals expansion and strong customer health outcomes across the full portfolio
- Step in as a calm senior escalation point when the stakes are high
- Own forecasting reporting and save plans with a clear view of risk and upside
People leadership
- Coach Brand Champs to grow in capability confidence and commercial thinking
- Run high-impact 1:1s and pod stand-ups that actually move things forward
- Lead performance feedback and development conversations with clarity and care
- Hire and onboard new Brand Champs coaching them for success from day one
Operational rhythm
- Balance capacity and manage customer allocations across the pod
- Keep a birds-eye view to spot churn risks patterns and opportunities early
- Be the voice of your pod internally surfacing product feedback and customer needs
- Contribute to CS-wide initiatives that lift the whole team
Your traits:
Curious Data-informed Loves people leadership Passionate about customers Humble Calm under pressure Brand & marketing interest Comfortable with ambiguity
Experience were looking for:
Were looking for someone with 8 years managing a portfolio of clients where they created real value for marketers in Customer Success brand/marketing strategy or account management. Youll also have 2 years leading a team of 36 direct reports in a high-growth or SaaS environment. Agency experience (advertising media or research) is highly regarded.
Please note: This role includes commission of up to 20% of base salary at target (OTE $163200 $196800).
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 we think this role is exciting:
This is a rare opportunity to join our Customer team an ambitious kind group that champions innovative thinking and a collaborative environment. Youll work closely with our Head of Customer - US to shape the next phase of success at Tracksuit and alongside some of the most epic brands and marketers in the US. These are cool creative humans who love to push the boundaries and youll have a unique opportunity to shape how Tracksuit engages with them.
Why Tracksuit
Our 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 understand 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.
Obviously when you join youll receive an epic Tracksuit which reflects our vibe. We are built for speed and comfort were fun and informal (yet tidy) and were practical and ready for anything.
FYI - Were pet-friendly in principle and practice with the occasional four-legged visitor adding to the charm not the chaos.
We are committed to promoting a diverse and inclusive workplace a place where we can each be ourselves and do the best work of our lives. Research shows that while men apply to jobs when they meet some of the requirements women and under-represented groups of candidates tend to only apply when they meet every requirement. If you think you have what it takes but dont necessarily tick every requirement on this job description please get in touch and apply.
Required Experience:
Manager
About Company
Tracksuit is a radically affordable, always-on brand tracking dashboard to measure and communicate the value of your brand building activities.
