Lead a team of Customer Success Managers, drive customer retention and growth, build relationships with clients, and track performance metrics.
We're on the look out for a Customer Success Team Lead (AKA Pod Lead) to join our team 🙌.
As a Pod Lead, you will spearhead the management of a small team of our high-achieving Customer Success Managers (AKA Brand Champions), as well as manage a small key portfolio of accounts and drive the retention and growth of our local client base.
The role will see you building strong relationships, educating customers on how to use the data to achieve their brand and marketing goals, coaching and training the team on best-in-class account management and being a champion for senior stakeholders across key accounts.
Beyond the platform itself, Tracksuit fosters a vibrant community for brand marketers and ambitious leaders of growth brands. This role is central to ensuring customer satisfaction by nurturing relationships and delivering exceptional customer engagement.
You will be responsible for:
- Coaching a team of Customer Success Managers (Brand Champs) to deliver exceptional customer experiences, with a focus on building capability, growing confidence, and fostering high care & high performance.
- Guiding your team to turn Tracksuit insights into powerful brand storytelling - helping customers connect the dots between brand tracking and business growth.
- Building trusted relationships with senior marketing leaders and founders, while enabling your team to deepen engagement, drive adoption and unlock growth opportunities.
- Coaching your team to own retention and revenue outcomes, including renewals, upsells and customer advocacy to maximise GRR & NRR.
- Creating a culture of care, feedback, and accountability within your Pod - fostering a high-performing, values-driven team environment.
- Tracking and elevating key customer success metrics, using data to guide decision-making, improve outcomes and fuel team development.
That's the role, so who are you?
- You have a proven track record of success and progression in a Customer Success or Account Management role, preferably within the SaaS industry.
- You uphold high standards, possess attention to detail, and excel in communication across diverse customer and stakeholder interactions.
- You have managed successful teams of three or more people.
- You possess a passion for brands and branding, ideally with experience in Brand/Marketing/MarTech.
- You are thoughtful, kind, empathetic, collaborative, and thrive on continuous learning.
- You are deeply committed to enhancing the customer experience, adept at understanding customer pain points, and crafting effective solutions.
- Experience with CRM and CS tools (we use HubSpot & Vitally).
Why you’ll thrive here
- Come and experience life at one of the fastest-growing startups in New Zealand & Australia while we are still in the hyper-growth phase
- Competitive market rate remuneration
- ESOP for all staff, so you are rewarded for your best work and have a share in the success
- We have beautiful hubs in AKL, SYD, LDN, and NYC and we are basing our teams out of those cities. We provide full work flexibility (location, timing) day to day, and are happy to build unique employee experiences, creating an ideal work-life for individuals
- Health and wellness benefits
- Learning and development support for all of our staff
- Mentors
- Company socials – we celebrate our success together
- We practice complete transparency with compensation, goals (personal and professional), feedback, and high level strategic conversations
Why this role is exciting:
We’re a tight-knit, supportive, and ambitious team. Our culture thrives on transparency, trust, learning, and constant development and improvement. You will join an ambitious team that champions innovative thinking and fosters a collaborative working environment. This role offers you the opportunity to work closely with our Head of Customer to shape the next phase of success at Tracksuit and within our Customer team.
We also work closely with many of ANZ’s most epic brands and marketers. We think we’ve got the best customers you could ask for, these brand marketers are cool, creative and love to push the boundaries. You’ll have the unique opportunity to shape the way Tracksuit engages with these awesome humans.
Why Tracksuit?
As one of Australasia's fastest-growing startups, we have assembled a world-class team comprising kind, ambitious, generous, and intelligent individuals. 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.
As one of Australasia's fastest growing startups, we've hand-picked a world-class team of kind, ambitious, generous, and smart humans. 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 Staff 2024
⦿ NZ Hi Tech Awards, Emerging Company of the Year 2024
⦿ AFR Best Place to Work Media and Marketing (4th place) 2024
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.
⦿ Progressive health and wellness benefits: Including an annual wellness bonus, access to a premium EAP platform, and 6 weeks of paid annual leave.
⦿ 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 Auckland, Sydney, London, and New York. We are office first but offer full flexibility day to day and adopt a balanced approach to WFH/in-office work.
⦿ Most importantly, 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, 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.
Top Skills
Hubspot
Vitally
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