Manager, Customer Success

Manager, Customer Success

We're one of the world's fastest-growing brand tracking companies. We've 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.

We're a world-class team of kind, ambitious, generous, and smart humans, working with over 1,000 epic brands across AU, NZ, the US and UK and we're 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, you're the heartbeat of the Customer Success engine. You'll lead a high-performing pod of Brand Champs Tracksuit's version of CSMs while staying close to a small portfolio of key accounts yourself.

This is a player-coach role in the truest sense. You're 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, you'll bring a coaching style that meets a diverse team where they are, unlocking what's unique in each person rather than imposing a one-size-fits-all playbook.

We're a data and research company with a deep love of brand that uses SaaS as its delivery mechanism. We're not a conventional SaaS CS team we're subject matter experts on Brand Theory and Brand Health, and we love it. Tracksuit is more than a platform; it's a community for modern brand builders, and this role plays a central part in bringing that to life.

You will be responsible for:

Customer impact:

• Join key customer conversations to stay close to what's working (and what's 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 bird's-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

That's the role, so who are you?

Your traits: Curious Data-informed Loves people leadership Passionate about customers Humble Calm under pressure Brand & marketing interest Comfortable with ambiguity

Experience we're looking for: We're 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. You'll 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.

$150,000 - $175,000 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.

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. You'll 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 you'll 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. We're doing this by becoming the common language to measure, understand 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.

Obviously, when you join, you'll receive an epic Tracksuit which reflects our vibe. We are built for speed and comfort, we're fun and informal (yet tidy), and we're practical and ready for anything.

FYI - We're 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 don't necessarily tick every requirement on this job description, please get in touch and apply.