Customer Success Manager

Role Overview

As a Brand Champion, our unique take on a Customer Success Manager, you will collaborate with our valued customers to maximize their use of brand tracking through Tracksuit. Positioned at the confluence of data analytics, storytelling, branding, and relationship building, your goal is to ensure that customers deeply engage with Tracksuit, perceive its clear benefits, and remain loyal while expanding their relationship with us.

Key Responsibilities

• Oversee a diverse customer portfolio ranging from SMBs to mid-market and Enterprise clients across various consumer product and service sectors, focusing on strong customer retention and steady growth.
• Engage with marketers, brand leaders, insight professionals, founders, and executives during critical phases of their journey, from onboarding through ongoing interactions, helping them utilize Tracksuit data and insights effectively.
• Deliver compelling data-driven narratives that integrate platform expertise, brand methodology, and business context to assist customers in achieving their business goals.
• Act as the Customers’ Advocate by translating their feedback into actionable insights for Product teams and contributing well-informed perspectives on Tracksuit’s future developments.
• Establish and nurture internal cross-departmental partnerships with Product, Marketing, Partnerships, and Solutions to optimize customer outcomes.
• Collaborate within the Customer Success team, sharing knowledge with fellow Brand Champions and continuously enhancing the customer experience journey.

Candidate Profile

• Possesses 3 to 5+ years of experience in Customer Success or Account Management, ideally within the SaaS sector.
• Exhibits strong understanding of brand and marketing principles, appreciating their importance and demonstrating ability to validate brand impact.
• Comfortable with data interpretation and technology, capable of leading discussions involving dashboards and analytics.
• Excels in communication, both written and verbal, able to address executive, user, and technical audiences effectively.
• Demonstrates commercial aptitude with knowledge of metrics such as Gross Revenue Retention and Net Revenue Retention, plus negotiation and forecasting skills.
• Familiarity with tools including HubSpot, Subskribe, Notion, and Claude.
• Embody our culture of High Care and High Performance: kind, well-organized, ambitious, and team-oriented.

Success Outcomes Within First Year

• Enable customers to consistently derive substantial value from Tracksuit's data insights through strong product expertise and integrate these insights into their decision-making workflows.
• Maintain and expand customer accounts by fostering meaningful relationships and driving measurable value realization.
• Contribute to team knowledge sharing while demonstrating commitment as an advocate for customers and colleagues.
• Work collaboratively across teams including Growth Account Executives, Product, and Solutions to enhance Customer Success KPIs and influence product development, marketing strategies, and enablement efforts.

About Tracksuit

Tracksuit is one of Australasia's rapidly expanding startups, boasting a carefully selected team defined by kindness, ambition, generosity, and intelligence. Operating for over four years, our platform supports more than 1,000 leading brands across the USA, Canada, New Zealand, Australia, and the UK, including renowned names like David Jones, Tiffany & Co, frank body, Heaps Normal, Go-To-Skincare, Arnotts, MyFitnessPal, and Bondi Sands.

Our vision is to become the go-to solution in every strategic growth conversation for today’s and tomorrow’s top consumer brands by providing an accessible, affordable, and user-friendly alternative to traditional brand tracking. We deliver an innovative, continuously available brand tracking service that dramatically lowers costs and complexity compared to legacy market research options.

Our culture values transparency, trust, continuous learning, and development, fostering a tight-knit and motivated team environment dedicated to helping businesses leverage brand power to succeed.

Benefits

• Competitive salary reviewed biannually with transparent compensation ensuring fairness across the team.
• Employee Stock Option Program (ESOP) allowing team members to share in Tracksuit’s growth.
• Generous parental leave with 12 weeks’ paid time off for caregivers, additional sick leave for IVF treatments, and options for gradual return to work.
• A dedicated $1000 personal learning and development budget per employee, supplemented by opportunities for mentorship, public speaking, and travel.
• Flexible work arrangements supporting a balance between in-office presence at our Sydney (and other global) offices and remote work.
• Recognition as Mumbrella Marketing Company of the Year 2022, HRD Employer of Choice (under 200 staff) 2024, NZ Hi Tech Awards Emerging Company of the Year 2024, and AFR Best Place to Work Media and Marketing (4th place) 2024.
• A welcoming, pet-friendly workplace environment.

Additional Information

This position includes up to 20% commission on top of base salary. Tracksuit employs AI tools to assist the recruitment process by analyzing application materials, but final hiring decisions are made by human evaluators. Comprehensive full-cycle compensation reviews and promotion opportunities are conducted regularly to reward growth and performance.